Customer Technical Support Representative 4 (SCA)

Program Overview

About The Role

Peraton is seeking a Customer Technical Support Representative (SCA). In this role the candidate will perform the following but not limited to:

• • Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
  • Uses automated information systems to analyze routine situations.
  • Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
  • Resolves problems or contacts more senior technical support as necessary.
  • Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
  • Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
  • Maintains network diagrams and circuit records.
  • Instructs users in the use of PCs and networks.
  • May perform basic PC, PBX, and network software programming.
  • Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Qualifications

Required Qualifications:

• Requires High School level plus some advanced training. 4-5 years of experience.

• Must be U.S citizen

• Ability to obtain Department of Defense security clearance (ADP II Public Trust)

• IM/IT support experience (or related relevant experience).

• Security+ Certified

• Microsoft Certified IT Professional (MCP) preferred to start or must obtain within 90 to 120 days

• Must have (or be able to obtain) ITIL 4 Foundations Certification

• Proven project management skills in setting priorities to meet project deadlines

• Proven knowledge of Service Desk support environments

Desired qualifications:

• Strong customer service and communications skills, both oral and written
• Strong critical thinking skills that facilitate service delivery methodology innovation
• Proven project management skills in setting priorities to meet project deadlines
• Strong knowledge of Service Desk support environments
• Strong analytical, presentation, and problem-solving skills
• Experience mentoring personnel
• Ability to establish a solid working relationship with customer, staff, managers and peers
• Proven technical competency in the following areas:
• Microsoft Office Products: Word, Excel, PowerPoint and Outlook
• Microsoft Visio and Project
• ServiceNow relevant experience
• HDI certification preferred

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.