Service Desk Analyst

Peraton is seeking a Tier II Service Desk Analyst to join our team of qualified, diverse individuals. This position is located in St. Louis, MO. The qualified applicant will become part of Peraton’s Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, for the US Coast Guard (CG). This initiative is modernizing and consolidating the operational environment under a common technology framework in order to better support the services provided to CGs customers. 

Day to Day Work Responsibilities:

• Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs.
• Performs Tier II problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
• Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.
• Provides expert and second tier technical support for the installation and repair of complex systems and outages.
• Reviews system and configurations to ensure successful implementation of services into production.
• Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair.
• Partners with developers and engineers to reduce reoccurring incidents.
• Provides consultative assistance during off hours as needed.
• Assist in developing continuous process improvement for support tools, troubleshooting techniques.
• Collaborate and assist R&D in the testing and optimization of product support techniques and tools.
• Communicate to appropriate internal personnel of issues at a particular account.
• Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
• Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist.
• Determine the troubleshooting workflow and organize support priorities.
• Determine severity and complexity of a reported issue and escalate to the appropriate specialist.
• Provides training to customers.

#USCGIMS

Basic Qualifications:

• High School Diploma and a minimum of 5 years experience
• U.S. Citizenship required; must have the ability to obtain and maintain a Secret clearance
• 3+ years of professional experience in a large Data Center environment
• Experience using Remedy software (or similar tool) to track incidents and service requests through the full lifecycle
• Experienced with frequent use and application of technical standards, principles and theories
• Must have ability to obtain Security+ certification within 6 months of hire
• Must have ability to work shift work.  Must have flexibility work any of the below shifts to be considered:

  • 6am-2:30pm CST

    2:30pm-10:30pm CST

    10:30pm-6:30am CST

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.