Tier 3 Technical Support Representative
About The Position
Peraton is seeking an experienced Tier 3 Technical Support personnel member 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 program) Day to Day Roles and 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. Additional Expectations: 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.
Requirements
- High School Diploma and 5 years of experience
- U.S. Citizenship required
- 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 knowledge of Windows, macOS, iOS, and Android operating systems
- Foundational understanding of the physical, network, and application layers with the ability to use TCP/IP tools and protocol commands to diagnose and resolve issues
- Strong customer service and communication skills with a professional demeanor when supporting executive-level users and senior leadership
- Ability to operate effectively in fast-paced environments and meet tight deadlines
- Experience conducting business and systems analysis to assess and resolve end-user issues
- At least 1 year of experience supporting: macOS Remote access tools such as Cisco AnyConnect VPN and secure remote connectivity (RSA SecurID experience is a plus)
- At least 3 years of experience in the following areas: IT Call Center or Service Desk support Active Directory user and account administration Microsoft Windows 10 and Office 365 application support Support for iOS and Android mobile operating systems Microsoft Office 365 ProPlus, SharePoint, and Exchange Online Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Microsoft Intune
- 5 years of experience using enterprise IT service management systems such as BMC Helix (Remedy) for incident, change, or knowledge management
- 5 years of advanced-level experience with Windows, macOS, iOS, and Android operating systems
- 5 years of experience supporting Microsoft Windows and Office 365 applications
- 5 years of Active Directory user and account administration
- 3 years of experience supporting users through remote access tools
- 3 years of experience supporting secure remote connectivity including VPN
- Ability to lift and move up to 50 pounds of IT equipment for on-site hardware 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 field
- Other 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
