Service Desk Tier 1 Technician

Peraton•Colorado Springs, CO

2d•Onsite

About The Position

Peraton is hiring a Service Desk Tier 1 Technician supporting the Enterprise IT contract for NORAD/NORTHCOM. This role is on-site at Peterson AFB in Colorado Springs, CO. The technician will implement, manage, and maintain ITIL-compliant Service Desk systems, serve as the first point of contact for IT-related incidents and service requests, and record, track, and document all incidents and requests. They will provide a customer-facing view for real-time status checks, diagnose and escalate issues, contribute to knowledge management, and proactively communicate incident status. Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Requirements

2 years experience with a BS/BA degree or High School degree with 6 years experience in lieu of a degree
Proven experience in an IT service desk or technical support role.
Strong understanding of computer systems, mobile devices, and other tech products.
Ability to multi-task and adapt to changes quickly.
Excellent customer service skills and the ability to communicate effectively with a diverse user base.
Experience working with incident tracking systems and service desk software.
Ability to troubleshoot basic networking, software, and hardware issues
IAT II Certification (Security +)
Active Secret Level clearance is required

Responsibilities

Implement, manage, and maintain ITIL-compliant Service Desk systems, such as incident tracking systems and self-help tools.
Serve as the first point of contact for handling customer IT-related incidents and service requests through various channels including phone, email, chat, and self-service.
Record, track, and document every incident and service request, ensuring clear communication and accurate data collection.
Provide a customer-facing view to allow all N&NC customers, including subordinates, regions, and sectors, to check the status of their requests in real-time.
Diagnose, prioritize, and escalate incidents and requests to the appropriate resources when necessary.
Contribute to knowledge management systems with current information on solutions and troubleshooting steps.
Proactively communicate incident status and resolution progress to customers and stakeholders.