Tier II Service Desk Specialist

Peraton is seeking a detail-oriented and customer-focused Tier II Service Desk Specialist to join our support team. The selected candidate will be responsible for delivering high-quality incident and problem response services in accordance with established Service Level Agreements (SLAs), using ITIL best practices.

This role requires coordination with Systems Administration and Network Engineering teams and includes on-site support during core hours and on-call availability after hours. The Service Desk Specialist will log, track, and manage all incidents and service requests using the service management software provided by the customer.

The ideal candidate is the first line of support for users seeking assistance with hardware, software, and network-related issues. This role is responsible for providing timely and effective troubleshooting, resolving technical issues, and ensuring a positive user experience. The Help Desk Technician will document requests, escalate complex issues when necessary, and contribute to maintaining system performance and end-user satisfaction.

Location: Washington, D.C

Day to Day Roles and Responsibilities:

• Provide Tier 2 support for IT incidents and service requests via phone, in-person, and service management software
• Accurately log all incidents and requests received by phone into the system for tracking and reporting
• Follow defined procedures and ITIL best practices in all service desk operations
• Monitor, acknowledge, and respond to incidents based on severity classifications: Critical, Priority, and Routine
• Meet response, on-site, and resolution time requirements as defined by the customer
• Work closely with engineering and administration teams to escalate and resolve complex issues
• Maintain accurate, up-to-date incident records and communicate status and updates to stakeholders
• Ensure service continuity through implementation of workarounds or mitigations when full resolution is not immediately possible
• Provide monthly personnel availability schedules and contact information to leadership for both core hours and surge/after-hours support
• Participate in incident trend analysis and continuous improvement initiatives
• Comply with physical access, coordination, and equipment replacement procedures as required

Basic Qualifications:

• High school diploma and 5+ years of IT Service Desk experience.
• U.S. Citizenship required; must have an active Secret clearance.
• Familiarity with ITIL framework and incident management best practices.
• Proficiency in using service management and ticketing systems (e.g., ServiceNow, Remedy).
• Strong communication, problem-solving, and customer service skills.
• Ability to work on-site during core hours and participate in on-call rotation for after-hours support.
• Experience supporting Windows OS, networked devices, printers, and user account management.

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.