Peraton Corporation

  • Helpdesk Analyst

    Job Locations US-CO-Colorado Springs
    Posted Date 2 weeks ago(2 weeks ago)
    Requisition ID
    2018-6442
    Category
    Information Technology
    Clearance Status
    None
    Security Clearance
    None
  • Overview

    We are looking to fill a critical role of a Helpdesk Analyst for our Colorado Springs, CO office. 

     

    The successful candidate will provide day-to-day service desk and operational support for a strategic program. The selected candidate will have technical skills that demonstrate a strong understanding of the service desk and overall IT operations, demonstrates effective interpersonal skills, resolves technical problems and answers queries by telephone in support of internal customer computer hardware, software, network, and telecommunications services, possesses excellent problem solving skills, and will contribute to deliverables and performance metrics where applicable.

    Responsibilities

    • Serve as the initial point of contact in the incident management process
    • Provide technical support for the physical/virtual server infrastructure
    • Operate incident, change, and problem management ticketing systems, including operating system security & patch management
    • Provide escort to un-cleared personnel or vendors in order to remediate outages, equipment failures, or contracted installations
    • Perform daily system monitoring, verifying the integrity and availability of all hardware, network and server resources, systems, and key processes
    • Document, maintain, and disseminate standard operating procedures, knowledge base articles, and other technical processes and procedures as needed
    • Train new support technicians and ensure they are self-sufficient in a timely manner

    Qualifications

    • Associate’s degree required. Associate’s degree in Computer Science, Information Systems or related field or equivalent experience preferred
    • 2+ years of Helpdesk experience required 
    • Knowledgeable in the ServiceNow platform and associated modules (i.e., incident, problem and change management)
    • Knowledgeable with Windows account management
    • Prior experience in customer service or call center environment
    • Experience initiating and escalating incident tickets and/or problem reporting
    • Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities.
    • Ability to communicate and coordinate with various customers and stakeholders on a variety of issues
    • Ability to assist with maintaining documentation reflecting the current operational environment
    • Team player with strong interpersonal skills
    • Strong oral and written communication skills
    • Training or certification in ITIL Foundations desired, but not required
    • Security+ (DoDD 8570) certification nice to have, but not required

    About Peraton

    Peraton provides innovative, reliable solutions to the nation’s most sensitive and mission-critical programs and systems. Peraton has significant experience providing highly differentiated secure communications, space, and technology solutions to key customers, and has become a trusted partner on missions that are critical to the security priorities of the United States. Capabilities include complex software and technology services and solutions, as well as end-to-end mission operations abilities, including Software Systems Development, Cyber, Modeling & Simulation, Mission Operations, Signal Intelligence (SIGINT), and Quick Reaction Capabilities (QRC) / Research & Development. The company is headquartered in Herndon, VA, with approximately 3,500 employees across the U.S. and Canada. 

    EEO Statement

    We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.

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