Senior Field Support Specialist
About The Position
Peraton is seeking an experiences Senior Field Support Specialist to join our team of qualified, and diverse individuals. The SDCERA End User Support Specialist provides full time end user support to SDCERA staff on site, with occasional remote work (once per week). Experience with hardware, software, desktop, A/V equipment, end user support, and white glove service directly with the client. Provides first tier technical support and analysis to second tier engineers and technicians. Assesses issue with end user PC, Printer, network printers, peripheral desktop equipment, A/V systems. Deliver prompt in person or remote troubleshooting in response to incident tickets. Provides expertise for the resolution of technical problems, troubleshoots products, and modifies products to customer requirements. Maintains hardware stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair. They serve as liaison between SDCERA end user and Peraton operations in conjunction with technical issues and IT services. Day to Day Work Responsibilities: Review all open incident tickets. Update with status/notes Reach out to end users with open tickets, investigate and immediately begin troubleshooting. Engage second tier support for any issues that cannot be resolved directly. Leverage Teams and ServiceNow for documentation and research
Requirements
- High School Diploma and 3 years’ of experience
- US Citizen or Green card holder
- Experience troubleshooting multiple systems, desktop.
- Proven experience in providing field support services, preferably in a technical or IT-related environment.
- Familiarity with troubleshooting and resolving hardware and software issues.
- Previous experience in deploying, configuring, and maintaining computer systems and peripherals.
- Knowledge of networking principles and protocols.
- Possess the professional and technical skills necessary to support 65 users of all levels of an organization on site.
Responsibilities
- Review all open incident tickets.
- Update with status/notes
- Reach out to end users with open tickets, investigate and immediately begin troubleshooting.
- Engage second tier support for any issues that cannot be resolved directly.
- Leverage Teams and ServiceNow for documentation and research
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
