Peraton is seeking a talented Desktop End User Engagement Support Analyst who will be responsible for providing end user support for Tier II and Tier III troubleshooting as related to custom built applications, windows desktop operations and desktop hardware. The successful candidate will have practical working experience resolving end users issues, troubleshooting the interaction of custom applications, hardware and windows while be customer service oriented.

• Troubleshoot end user issues, perform root cause analysis, create plans outlining appropriate action to remediate issues and provide end-user support.
• Research, resolve and respond to questions received via Service Manager ticketing system. Track the total life cycle of the tickets.
• Utilize User experience monitoring tools to fully document and understand the customers desktop environment.
• Create and manage a repository of reports and user experience assessments which will be used to brief interested parties.
• Setup, manage and maintain an end user desktop monitoring environment.
• Act as a liaison between end users, engineers and executive management.

Required Qualifications

• Bachelor’s degree, or a combination of experience and training, and two (2) years of related professional experience.
• At least two (2) years providing troubleshooting support and engaging with end users.
• One (1) year of demonstrated work experience with windows desktop support software.
• At least one (1) year of demonstrated work experience with a user experience monitoring tool like Liquidware labs Stratusphere, Aternity or other similar user experience monitoring tool.
• At least one (1) year of demonstrated work experience with windows infrastructure systems (Active Directory, DNS, DHCP, etc).
• At least one (1) year of demonstrated work experience with workstation hardware components (NIC cards, hard drives, CPU, memory, etc).
• A current Top Secret security clearance with SCI eligibility and the ability to obtain a polygraph.

Desired Qualifications

• Have a demonstrated track record of problem-solving and trouble-shooting skills related to hardware and software interaction.
• Knowledge of Service Manager and Agile methodology.
• Ability to work on a team as well as independently with minimal supervision.
• Ability to learn new technologies and processes.
• Good organization skills with ability to prioritize.

At Peraton, we’re at the forefront of delivering the next breakthrough in national security, every day. We’re the partner of choice to help solve some of the world’s most daunting challenges. How? By thinking differently. We’re not mired in the past. We look at all problems with fresh eyes. We look past the obvious to bring the best talent, tech, and ideas together to completely transform how problems are solved. So bring your unique ideas, your entrepreneurial spirit, and your drive to succeed. Get ready to be part of something bigger. Get ready to do the can’t be done.

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.