Service Desk Analyst

Responsibilities: 

As a Service Desk / Help Desk Analyst, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Service Desk / Help Desk Analyst joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better. 

• Providing program support as a Tier 1.5 Service Desk Technician.  
• Delivering excellent customer service and quick resolution of technical issues for customers via chat, email, and deskside support. 

• Supporting Tier 1 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, laptops, printers, mobile phones, secure phones, and associated peripherals. 
• Troubleshooting and resolving issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies. 
• Supporting Microsoft Office and Active Directory products. 
• Documenting and tracking customer incidents and requests via ticketing management system by updating troubleshooting and resolution efforts and efficiently escalating tickets to appropriate teams when applicable. 
• Isolating and resolving issues with individual workstations. 

• Acting as a resource to answer user questions about hardware and software issues. 

• Required Experience: BA/BS and a minimum of 6 years of full time (40 hours a week) helpdesk experience. 4 years of additional experience can be substituted for education.
• Required Technical Skills: IAT Level II certification (DoD 8570 Compliance)

• Security Clearance Level: Active Top Secret with SCI Eligibility 
• Required Skills and Abilities: Excellent verbal and written communication skills. Interagency Language Roundtable level 3 - English

Desired Qualifications:

• Help Desk Institute Certification
• ITIL certification
• Jira experience

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.