Service Desk Tier 1 Technician

Peraton • Colorado Springs, CO

3d • $66,000 - $106,000 • 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. Principal Duties and 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED