Customer Technical Specialist

As a Customer Technical Specialist at Peraton, your primary responsibilities will include delivering high-quality IT support and services directly to end-users. You'll be handling both remote and on-site installations, providing assistance for hardware and software issues, and troubleshooting network connectivity problems. Additionally, you’ll coordinate desk-side support, manage inventory, and document changes in the ticketing system. Your role is crucial to ensuring the effective operation of IT systems supporting the DHS/TSA at airports.

To qualify for the Customer Technical Specialist role at Peraton, candidates should have at least a Bachelor’s degree with no experience, an Associate’s degree with 2 years of experience, or a high school diploma with 4 years of relevant experience. U.S. Citizenship is required, along with the ability to obtain a DHS Entrance on Duty clearance. Experience in desk-side IT support, strong communication skills, and familiarity with various IT devices is also essential for this role.

Preferred qualifications for a Customer Technical Specialist at Peraton include having relevant experience focused on the DHS, as well as certifications such as A+, Network+, Cisco, Microsoft, and ITIL4. Candidates should also possess skills in installing Cisco switches and dealing with fiber interconnectivity, along with a self-motivated, proactive approach to troubleshooting and supporting IT systems in a professional security environment.

As a Customer Technical Specialist at Peraton, you'll work in a dynamic and fast-paced environment, primarily on-site at airports in Des Moines, Iowa. Expect to be on your feet and walking long distances to provide customer equipment support. This role is highly interactive, requiring collaboration with a team and communication with senior government officials, ensuring that you contribute significantly to national security efforts.

The salary range for the Customer Technical Specialist position at Peraton is typically between $30,000 and $48,000, based on experience and other relevant factors. This range reflects the competitive compensation offered for this vital role, ensuring that motivated individuals are rewarded for their contributions to national security.

When answering this question, highlight specific examples of your experience working with various technologies, such as laptops, printers, and mobile devices. Discuss particular challenges you overcame, the tools you used, and how you ensured high-quality service delivery to end users.

To effectively address this question, explain your approach to prioritizing tasks based on urgency and impact. Share a situation where you managed multiple requests, showcasing your organizational and time management skills while ensuring all users receive prompt support.

A strong response should outline a systematic approach to troubleshooting. Mention basic steps such as verifying physical connections, checking network configurations, and using diagnostic tools. Provide a specific example where you successfully resolved a connectivity problem.

Discuss your commitment to continuous learning through professional development opportunities such as certifications, online courses, and attending industry conferences. Mention any recent training or skills you've acquired that are relevant to the Customer Technical Specialist role at Peraton.

When addressing this question, describe any software or tools you have used for tracking and documenting IT inventories. Share your processes for conducting regular audits or updates, detailing how you ensured accuracy and accountability in equipment management.

To demonstrate your communication skills, provide examples of how you’ve successfully interacted with executives in previous roles. Highlight your ability to translate technical jargon into understandable concepts, ensuring clarity and professionalism in all communications.

Listen carefully to the question before answering. Detail your hands-on experience with installing hardware and configuring various software applications or network systems. Provide specific examples, such as laptop setups, VoIP installations, and any troubleshooting conducted post-installation.

Throughout your answer, emphasize your problem-solving abilities and calm demeanor under pressure. Provide an example of a stressful situation you encountered in tech support and how you effectively managed it while maintaining customer satisfaction.

Share a specific example where you identified a gap or inefficiency and proposed a solution, explaining the research you conducted and the impact your recommendation had on productivity or service quality.

Discuss the importance of meticulous documentation in IT support. Outline the process you follow to log changes, how you ensure completeness in your entries, and ways you've streamlined documentation practices in past roles.