Tier 1 Help Desk Technician

Peraton • ,

3d • $39,000 - $62,000 • Remote

About The Position

Peraton is seeking a Tier 1 Help Desk Technician to support its Department of Energy customer. The technician provides first-line technical support to end users, troubleshooting common hardware, software, and access-related issues while delivering excellent customer service. This position is fully remote.

Requirements

• High school diploma or equivalent and 1 year of experience.
• Must be a U.S. citizen and eligible to obtain and maintain the required Department of Energy security clearance.
• Basic knowledge of Windows operating systems, desktop applications, and common hardware and software troubleshooting.
• Familiarity with IT ticketing systems, incident documentation, and established escalation procedures.
• Basic experience assisting users with password resets, account lockouts, access issues, and common technical problems.
• Strong customer service and communication skills, including the ability to troubleshoot issues, explain solutions in user-friendly terms, and remain professional under pressure.
• Ability to prioritize support requests, follow IT security procedures, and work effectively in a team environment.

Nice To Haves

• CompTIA Security+, A+, or Network+ certification.
• Experience using ServiceNow or another IT service management ticketing system.
• Experience providing Tier 1 help desk, service desk, or technical support in an enterprise environment.
• Familiarity with mobile device support, including iPads and iPhones.
• Basic understanding of networking concepts, including connectivity and network troubleshooting.
• Experience supporting a federal government contractor or government agency.
• Experience working with established service level agreements (SLAs), ticketing procedures, and escalation processes.

Responsibilities

• Provide front-line support for Windows desktop systems, including troubleshooting software, hardware, and user-access issues.
• Assist users with peripheral devices, including printers, webcams, iPads, iPhones, and other common workplace equipment.
• Support and troubleshoot Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Log, track, and resolve support tickets in a timely and organized manner.
• Escalate issues to higher-level support teams when necessary.
• Deliver excellent customer service through clear communication, active listening, and a calm, professional demeanor.
• Guide users through solutions step by step and ensure they understand the resolution.
• Follow established procedures and contribute to documentation of common issues and solutions.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• Life insurance
• Health savings account
• Short- and long-term disability
• Employee assistance program (EAP)
• Parental leave
• 401(k)
• Paid time off (PTO) for vacation
• Company-paid holidays

What This Job Offers

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