Service Desk Agent

Peraton

1d•Hybrid

About The Position

We are seeking a motivated and detail-oriented Service Desk Agent to join our IT support team. This is an excellent opportunity for individuals looking to build or grow their career in IT support within a fast-paced, 24x7x365 operational environment. You will play a key role in delivering first-level technical support, ensuring timely incident resolution, and maintaining high levels of customer satisfaction. The Service Desk Agent provides Level 1 IT support by handling service requests and resolving incidents through phone, email, and monitoring tools. This role requires strong communication skills, attention to detail, and the ability to follow established incident management processes.

Requirements

High School level plus some advanced training; Minimum of 3 years
At least 3 years of Service Desk or IT support experience
Experience with incident ticketing and event management systems
Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Must be a US Citizen
Must be able to obtain and maintain the required agency clearance

Nice To Haves

Active Public Trust
ITIL Foundation certification preferred

Responsibilities

Provide first-level IT support via phone, email, and monitoring systems
Handle inbound and outbound calls professionally
Ensure timely review and response to Service Desk mailbox requests
Maintain proper phone login/logout compliance during assigned shifts
Create, update, and manage incident tickets throughout their lifecycle
Classify, prioritize, and escalate incidents per established procedures
Ensure accuracy and completeness of ticket data (categorization, assignment, resolution details)
Perform proactive outreach for incidents nearing SLA deadlines
Confirm resolution and conduct quality checks before closing tickets
Monitor alerts using Operation Bridge Manager (OBM)
Follow documented instructions for alert response
Escalate high-priority incidents using defined procedures
Utilize Everbridge tools for escalation and communication
Document all escalation actions within incident records
Create and distribute daily operational reports
Follow standardized work instructions from internal knowledge bases and SharePoint
Identify and communicate opportunities for process improvements
Adhere to all remote work protocols and procedures
Use Avaya soft phone and Microsoft Teams for communication and collaboration
Manage bridge lines and call transfers effectively
Handle elevated access requests and password resets with proper ticket documentation
Provide onsite support for remote personnel (location-dependent)
Assist with vendor/LEU escorts, tape management, and shipping/receiving
Conduct data center walkthroughs and support hardware installations/removals
Manage secure access procedures