Tier 2 Technical Support Representative

Peraton•Washington, DC

1d•$51,000 - $82,000•Onsite

About The Position

Peraton is seeking an experienced Tier 2 Technical Support Representative that will provide advanced on-site technical support services, including direct interaction with executive-level staff and office leadership. These services are essential for resolving complex technical issues, performing installations, and maintaining optimal system functionality across House offices. Location: Onsite in Washington, D.C. Shift Schedule: 8:00 AM and 6:30 PM (EST) on Mondays through Friday (Except holidays observes by the House)

Requirements

High School Diploma and 5 years of experience
U.S. Citizenship is required with the ability to obtain a Public Trust
Proven ability to configure and troubleshoot commercial off-the-shelf (COTS) hardware and software, including desktops, laptops (PC and Mac), mobile devices, printers, and other peripherals
Intermediate to advanced experience working with Windows, macOS, iOS, and Android operating systems
Working knowledge of physical, network, and application layers, with the ability to utilize TCP/IP tools and protocol commands for troubleshooting
Strong communication and customer service skills, with a professional demeanor in support of executive-level users and management
Ability to work efficiently in fast-paced environments and meet strict deadlines
Experience conducting business and systems analysis to investigate, document, and resolve end-user issues
Minimum of 1 year of experience supporting: macOS environments Remote access tools such as Cisco AnyConnect Secure remote connectivity including VPN (RSA SecurID experience preferred)
Minimum of 3 years of experience in: IT Call Center or Service Desk environments Active Directory user and account management Microsoft Windows 10 and Office 365 application support iOS and Android device support Microsoft Office 365 ProPlus, SharePoint, and Exchange Online Mobile Device Management (MDM) tools including JAMF, Apple Business Manager (ABM), Workspace ONE, or Microsoft Intune
Minimum of 5 years of experience using enterprise IT service management systems such as BMC Helix (Remedy) for managing incidents, changes, and knowledge articles
5 years of advanced-level experience supporting Windows, macOS, iOS, and Android
5 years of experience in Active Directory administration
5 years of support experience for Microsoft Windows and Office 365 applications
3 years of experience supporting users via remote access software
3 years of experience supporting secure remote access and VPN connectivity
Ability to lift and carry up to 50 pounds of equipment when required for on-site support

Nice To Haves

CompTIA certifications such as A+, Network+, or Security+
Microsoft 365 Certification
ITIL Foundation Certification
Degree in Information Technology or a related discipline
Other relevant industry-recognized IT certifications

Responsibilities

Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.
Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
Assist House offices in installing, configuring, and using House-supported software and applications.
Decommission devices by wiping Macs, iPhones and iPads.
Contribute to the development of user-facing documentation and installation guides.
Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.).
Offer consulting services to House offices on best practices, system usage, and technology recommendations.
Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise.
Perform user data migration tasks upon request, ensuring data integrity and security.
Create and deploy system images for computers and laptops to streamline setup and deployment processes.
Perform mobile device and endpoint management console support (AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, Jamf).
Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
Use PowerShell and Power BI to create custom reports as needed
Use PowerShell to automate maintenance processes as needed.
Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.
Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment.
Perform other official duties as assigned.