Service Desk Engineer
📋 Role Overview & Responsibilities
About Peraton
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.
Responsibilities
We are hiring Service Desk Engineers supporting on program in Colorado Springs, Colorado.
Provides Service Desk Engineering technical support and analysis to field engineers and customers. Provides technical advice and guidance on installation, adaptation, configuration, or enhancement of technical products, programs, and systems. Manages Service Desk queues, identifies trends, provides improvement plans and resolves tickets. Provides expertise for the resolution of technical problems, troubleshoots issues, responds to or updates to elevated Service Desk tickets.
The enterprise service desk engineers are responsible for
Receiving escalated incident ticketsCreating incident ticketsTracking incident ticketsRouting incident tickets to the proper groupIncident troubleshooting and resolution managementIdentifying problems and initiating root cause analysisEscalating tickets to subject matter experts (SMEs) for advanced troubleshootingResolving incidents using internal subject matter experts (SMEs) and OEM SMEsAssisting with reactive and proactive Problem ManagementSupport Change/Asset Management as required, via ticketing processes.Interfacing and escalating with various levels of customer NOS, MRT, IRT personnel to jointly troubleshoot.Support pre-system acceptance testing scenarios (SAT).
The user base supported is the network and end user devices, ensuring stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
Customer experience is key and thus the service desk engineers may provide training to customers. All work is performed inside enclave located on an active military base, no Travel is required. Service Desk engineers will partner and build relationships with internal developers and engineers to reduce reoccurring incidents. General types of tickets involve requests for assistance with installation, operation, configuration, customization and usage of designated systems and services.
Qualifications
High School level plus some specialized training; Minimum of 5 years
What you'll need:
CompTIA Sec+ certification active Active DoD Secret ClearanceService Desk (Remedy or SNOW experience) - 5+ yearsProven customer support and ability to troubleshoot complex environmentsExperience with team leadership and mentoringWindows OS 5+ years
Target Salary Range
SCA / Union / Intern Rate or Range
EEO
An Equal Opportunity Employer including Disability/Veteran.
Our Values
Benefits
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
Paid Time-Off and HolidaysRetirementLife & Disability InsuranceCareer DevelopmentTuition Assistance and Student Loan FinancingPaid Parental LeaveAdditional BenefitsMedical, Dental, & Vision Care
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This position is located in Colorado Springs, CO with potential relocation and sponsorship assistance depending on candidate qualifications.
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