Technical Support, Senior Associate

Peraton is seeking a Tier 3 HelpDesk Support Technician for the Department of Defense (DoD) DMDC Enterprise Law Enforcement Support Services (ELEs2) program.  The IT Help Desk Tier 3 support technician plays a critical role in sustaining the operational integrity of the Defense Biometric Identification System (DBIDS), Identity Matching Engine for Security and Analysis (IMESA), Identity Intelligence (I2), and Facial Recognition modernization efforts. This position provides advanced technical support for resolving complex incidents and escalations that exceed Tier 1 and Tier 2 capabilities, ensuring continuity of service across mission-critical identity and access management systems deployed within the DMDC environment.

Tier 3 support responsibilities include:

• Provides in-depth troubleshooting of software, system integration, network connectivity, biometric device performance, and database-related issues.
• Performs root cause analysis and collaborates with development teams, system architects, cybersecurity personnel, and infrastructure administrators.
• Documents all resolutions, contributes to knowledge base updates, and ensures the traceability of incidents to support auditing,
• SLA tracking, and program reporting. This includes compiling incident summaries, system performance data, and resolution timelines that feed into Monthly Status Reports (MSRs), ATO artifacts, and executive dashboards.
• Additionally, the Tier 3 support team plays a proactive role in identifying recurring issues, recommending long-term fixes, and contributing to system enhancement discussions, particularly in support of the evolving needs of facial recognition algorithms, biometric identity validation, and real-time analytics integration.

• 2 years with BS/BA; 0 years with MS/MA; 6 years with no degree
• Ability to obtain Public Trust
• Must be a U.S Citizen
• Experience with troubleshooting of software, system integration, network connectivity, biometric device performance, and database-related issues.
• Experience with oot cause analysis
• Experience with Tier 3 reslolutions

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.