IT Technical Support Technician

Peraton•Irvine, CA

4d•Onsite

About The Position

Peraton is seeking an experienced IT Technical Support Technician to join their team. This position will support the City of Irvine & Police Department with day-to-day operations. The role requires the technician to provide expert and second-tier technical support and analysis, offer technical advice on installations and configurations, and test and train customers on technical aspects of systems and services. The technician will also troubleshoot products, modify them to customer requirements, maintain trouble logs, instruct users on computer use, investigate user needs, and recommend software and hardware purchases. Additionally, they will perform basic PC and PBX support, provide customer training, travel frequently to customer sites, and partner with developers and engineers to reduce recurring incidents. The role involves answering questions about installation, operation, configuration, customization, and usage of designated systems and services.

Requirements

High School Diploma and 3 years of experience
U.S. citizenship or Green Card holder is required.
Candidates must be able to successfully pass a City of Irvine Live Scan background check and complete and pass a polygraph examination.
Excellent customer service skills with a demonstrated ability to communicate effectively with end users.
Experience providing technical support and performing technical analysis.
Strong front-line troubleshooting skills with basic to intermediate knowledge of networking concepts such as TCP/IP, VPN, DNS, and DHCP.
Hands-on experience installing, configuring, adapting, and enhancing technical products, software, and systems.
Proficiency in common software and hardware technologies used in enterprise environments.
Ability to work efficiently under pressure and meet strict deadlines in a fast-paced setting.
Experience supporting conferencing platforms including Zoom and Microsoft Teams.
Proficient in supporting Microsoft technologies such as Active Directory, Azure AD, Intune, and Microsoft 365 applications.
Working knowledge of IT service management tools like ServiceNow, Jira, or similar platforms.

Nice To Haves

ITIL v4 certification (preferred, not required)
Experience supporting a public entity, large non-profit, or large corporation (highly preferred)
Experience working directly with C-level executives is a strong plus

Responsibilities

Provides expert and second tier technical support and analysis to field engineers and technicians.
Provides technical advice and guidance on installation, adaptation, configuration, or enhancement of technical products, programs, and systems.
Tests, trains, and fields support to customers regarding technical aspects of designated systems and services.
Provides expertise for the resolution of technical problems, troubleshoots products, and modifies products to customer requirements.
Maintains trouble logs, instructs users in the use of computers.
Investigates information, network, and communications needs of users and makes recommendations regarding software and hardware purchases.
Performs basic PC, PBX support.
Provides training to customers.
Travel is frequent and work is generally performed at the customer site.
Partners with developers and engineers to reduce reoccurring incidents.
Answers questions about installation, operation, configuration, customization and usage of designated systems and services.