Customer Technical Support Specialist

Peraton is seeking a Customer Technical Specialists to join our team of qualified, diverse individuals. The ideal candidate will support our Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer at airports across the U.S. The ideal candidate will provide IT related operational and project support for the Federal Security Director, staff, and the screening workforce. You'll be responsible for delivering professional, high quality services and a variety of technologies across the airport as well as off-site locations. If you are a skilled Customer Technical Specialists looking to contribute to critical missions and work with a passionate team, we encourage you to apply. Be part of a team that is dedicated to making a difference in national security and public safety.

The position requires on-site work at our Philadelphia, PA location.

Day to Day Work Responsibilities:

• Responsible for supporting and troubleshooting a variety of technologies (Cisco switches, fiber backbone, Network interconnectivity, desktops/laptops, tablets, local/network printers/scanners, peripherals, network devices, communication devices (cellphones, desk phones and VTC), Electronic Time and Attendance System (eTAS) clocks, Duress Alarms, and Transportation Security Equipment (STIP) adhering to contracted service level agreements. 
• Provides technical support for end user devices hardware (laptops, desktops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), network infrastructure (routers, switches, etc.), Voice over Internet Protocol (VoIP), audiovisual display systems, duress alarms, analog and wireless technologies.
• Schedules and coordinates customer desk-side support for the installation of new software or to performance hardware or software break/fix activities.
• Sets-up and configures new end user equipment including laptops, mobiles devices, printers, VTC units, VoIP phones and other peripherals.
• Documents all changes in ticketing system to ensure all asset and configuration information is up to date.
• Investigates and resolves all connectivity issues related to end-user, site infrastructure and STIP IT equipment.
• Executes and maintains IT infrastructure inventory information, completing regularly scheduled inventories of all IT cabinets and IT cabinet equipment, updating pictures, drawings and asset information.
• Recommends through Peraton management customer service and IT process support enhancements, researching and recommending new technologies and procedures.
• Provide technical guidance for directing and monitoring information systems operations.
• Escort and consult with third-party personnel (e.g., manufacturer equipment repair personnel, telecommunications repair personnel) to facilitate restoration of IT/communications equipment or services and maintain positive control of TSA IT infrastructure.
• Investigates, collaborates with third parties including vendors and other support organizations to resolve all connectivity related issues in support of TSA’s screening technology infrastructure program (STIP).
• Travel may be required up to 25% to CONUS and OCONUS site locations to support O&M projects or as needed to support the screening workforce. 
• Ensures current and accurate IT infrastructure inventory information to include: Completing scheduled and ad-hoc inventories of all IT cabinets and IT cabinet equipment, updating pictures, drawings and asset information in support of O&M projects.  Maintain physical and logical network and cabinet diagrams in the configuration management database (CMDB) using industry standard terms and symbols.

Basic Qualifications:

• Bachelor’s degree and 0 years’ experience or Associate’s degree and 2 years’ experience or HS diploma/equivalent and 4 years relevant experience
• U.S. Citizenship required; Must have the ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.
• Must have experience with desk-side IT support.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.)
• 4+ hours per day on your feet walking many times long distances through airport and offices to support customer equipment
• Ability to kneel, bend , reach to get under desks to connect/repair cabling and ability to connect patch cables from patch panel to network switch
• Ability to lift up to 40-50 pounds installing IT equipment
• Ability to push/pull carts transporting equipment

Preferred Qualifications:

• Relevant DHS focused experience
• A+ Certification
• Network+ Certification
• Cisco & Microsoft Certifications
• ITIL4 Certification
• Experience running and/or managing projects.
• Self-motivated and proactive – able to work independently with minimal supervision, identify opportunities and develop new ideas.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Able to plan and prioritize team workload to ensure objectives are achieved on time.
• Experience working in a professional security environment balancing multiple tasks and prioritizing as required.
• Team Player – Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.

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.