Customer Technical Specialist

Peraton is seeking a Customer Support Specialist (Technical) to join our team of qualified and diverse individuals. The Customer Support Specialist will be a member of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program for the Bureau of Consular Affairs (CA). The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

Responsibilities

As a Customer Support Specialist, you will deliver customer satisfaction by resolving technical issues and meeting end-users' needs. Here are some of the primary responsibilities you will have as a Customer Support Specialist:

• Provide remote phone, email and chat troubleshooting support for application, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets).
• Make outboard service calls to potential customers.
• Record all information accurately in the CRM ticketing tool.
• Resolve issues using the Knowledgebase.
• Escalate tickets promptly to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.
• Work in one or multiple work queues over various customer contact channels.
• When new solutions are derived to resolve issues, provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
• Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution.
• Collaborate with Customer Support team colleagues and other members of the CAEIO team.
• Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.

Basic Qualifications

• U.S. Citizenship and an active SECRET Government Security Clearance.
• 1 to 3 years of help desk/service desk experience.
• Ability to accurately document ticketing information with minimal errors and/or rework.
• Ability to work independently, achieve productivity goals, and manage one’s time.
• Strong written and verbal communication skills.
• Attention to detail and a can-do attitude.
• Must be able to work on site and weekends on a rotating schedule.

Desired Qualifications

• Comp TIA A+ Certification
• ITILv3 or ITILv4 Foundation Certification
• Microsoft IT Support Certification or HDI SCR
• Experience using Remedy or ServiceNow CRM
• Experience supporting the Department of State IT environment.

Education and Experience: High school diploma (or equivalent) and six years of experience; Bachelor's degree and 2-4 years of experience; Master's degree and 0-2 years of experience.

Core Work Schedule: Flexible scheduling/ 24x7 support

Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166

Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.