Technical Support Representative

Peraton•,

7d•$30,000 - $48,000•Remote

About The Position

Peraton is seeking a remote Technical Support Representative to provide Tier I and II technical support for customers. The role diagnoses and resolves software, hardware, and network issues, guides users through step-by-step solutions, and handles requests for information or training on available databases. The representative reviews and prioritizes incoming requests, resolves issues or escalates them to more senior support, and works with other technical teams to restore services and identify root causes. The role may also involve maintaining network diagrams and circuit records, instructing users on PCs and networks, performing basic PC, PBX, and network software programming, and conducting technical research for ongoing programs and proposal efforts.

Requirements

High school diploma; no years of experience required.
High school-level reading, writing, and analytical skills.
Must be a U.S. citizen.
Must be able to obtain Public Trust clearance.
Experience with problem solving.
Experience with customer solutions.
Experience providing Tier I and II technical software, hardware, and network problem resolution, including problem diagnosis and guiding users through step-by-step solutions.

Responsibilities

Provide Tier I and II technical software, hardware, and network problem resolution by diagnosing issues and guiding users through step-by-step solutions.
Provide first- and second-tier technical support to end users of the organization's products and services.
Use automated information systems to analyze routine situations.
Review, sort, code, and potentially prioritize computer-generated and verbal requests for appropriate action.
Resolve problems or contact more senior technical support when necessary.
Fulfill individual requests for information and training on the use of available databases.
Conduct technical research to find information supporting ongoing programs and proposal efforts.
Maintain network diagrams and circuit records.
Instruct users in the use of PCs and networks.
May perform basic PC, PBX, and network software programming.
Coordinate with network services, software engineering, and applications development teams to restore services and identify and correct underlying problems.