Technical Support Technician

Peraton•Chantilly, VA

18h•Onsite

About The Position

Peraton is seeking a Technical Support Technician in support of our Corporate IT initiatives. Position will be located onsite 5 days a week at our Chantilly Office. 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

A HS Diploma and 3 years of relevant experience. An equivalent combination of education and experience may be substituted.
Experience working in a help desk environment with ServiceNow tools.
Must be US citizen.

Responsibilities

Provide responsive, reliable, and consistent service delivery.
Provide IT services that appropriately respond to the time-sensitive needs of customers.
Provide prompt referrals and escalations to an appropriate IT support service option.
Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
Resolves technical problems and answers queries in support of remote customer computer hardware systems.
Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
Respond to and diagnoses problems through discussion with internal customers.
Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up.
Identify, research, and resolve technical problems.
Respond to telephone calls, email and personnel requests for technical support.
Document, track, and monitor the problem to ensure a timely resolution.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulate or recreate internal customer problems to resolve operating difficulties.
Recommend systems modifications to reduce internal customer problems.
Deploy and maintain accurate records of equipment.
Responsible for picking up equipment, distribute equipment, prepare equipment for disposal, moving equipment, mailing equipment, updating tickets in ServiceNow.
Follow up on delays/resolution.
Complete other tasks as assigned by the supervisor.