Technical Support Associate

A Technical Support Associate at Peraton is responsible for providing technical support to end users through various communication methods, maintaining system infrastructure, collaborating on product support methodologies, creating training materials, and ensuring timely issue resolution. This role demands close cooperation with operations and application support engineers to keep all system components functional.

To be a Technical Support Associate at Peraton, candidates must have Tier II support experience coupled with skills in troubleshooting hardware/software and networking systems. A current/active TS/SCI security clearance is essential, along with an associate's degree and 4+ years of relevant experience, or a bachelor's degree with 2+ years, or a master's degree with no experience required.

Peraton offers extensive support to its Technical Support Associates through heavily subsidized employee benefits, a generous PTO policy allowing for 25 days of annual leave, and eligibility for an attractive bonus plan. The company supports personal and professional growth while ensuring employees feel valued and secure.

As a Technical Support Associate at Peraton, you will work with a range of tools and systems, including troubleshooting applications related to Active Directory, RSA Tokens, and SharePoint. Expertise in system infrastructure will also be required to support the fast-paced demands of the role.

The work environment for a Technical Support Associate at Peraton is dynamic and collaborative, often requiring adaptability to changing demands as operations can be 24/7. Teamwork and communication skills are vital as you will interact with various departments and support users in real-time.

When answering this question, highlight specific examples from your previous roles where you provided Tier II support. Discuss the types of issues you resolved, tools you used, and how you communicated with end users.

Talk about your approach to prioritization, perhaps by assessing the severity of the issues at hand, understanding service level agreements, and effectively managing time to ensure the most critical problems are addressed first.

Share a systematic approach you take for troubleshooting, such as gathering information from users, utilizing logs, or testing components. This shows your analytical skills and methodical thought process.

Be prepared to speak about your hands-on experience with these systems. Discuss specific tasks you've performed and any challenges you've overcome, demonstrating your technical knowledge and capability.

Emphasize the importance of clear and concise communication in technical support. Mention your practices, such as actively listening, asking clarifying questions, and confirming understanding to foster effective dialogue.

Discuss the importance of documentation in technical support. Describe tools you’ve used for tracking issues and how you ensure that all information is accurately captured for future reference.

Provide a specific story that illustrates your problem-solving skills and ability to empathize with users. Detail the steps you took to resolve their issue and the positive outcome that followed.

Explain your strategies for remaining calm under pressure and how you focus on problem resolution while providing reassurance to the user, showcasing your emotional intelligence and customer service skills.

Research Peraton's mission to convey an understanding of the company's goals in national security. Then connect this to the Technical Support Associate role by discussing how your work will support this mission.

Share your passion for technical support and desire to work in a company dedicated to national security. Highlight specific aspects about Peraton that attract you, such as their innovative technology or collaborative culture.