Tier 2 Service Desk - Day Shift

As a Tier 2 Service Desk Representative at Peraton, you will be tasked with providing advanced technical support for IT issues escalated from Tier 1. You will use Jira to track and manage support tickets, troubleshoot complex hardware and software issues, engage in root cause analysis for recurring incidents, and document knowledge base articles. Your role also involves collaborating with other IT teams to resolve issues and ensuring that service level agreements are met.

To qualify for the Tier 2 Service Desk position at Peraton, candidates must possess TS/SCI with Polygraph clearance, a BA/BS degree with at least 2 years of experience (or an equivalent combination of experience and education). Proficiency in Jira Service Management, knowledge of ITIL best practices, familiarity with operating systems, and strong communication skills are also required to succeed in this role.

At Peraton, we believe in empowering our Tier 2 Service Desk Representatives with the tools and resources they need to excel. This includes access to ongoing training and professional development opportunities, a collaborative team environment, and a commitment to continuous improvement. Your suggestions and improvements for our processes and systems are encouraged, reinforcing our team-oriented culture.

What sets the Tier 2 Service Desk Representative position at Peraton apart is the opportunity to contribute meaningfully to national security while honing your technical expertise in a supportive work environment. You’ll be involved in solving critical challenges, collaborating with skilled professionals, and utilizing advanced tools like Jira to achieve great results. It's not just a job—it’s a chance to be part of something bigger!

The typical salary range for the Tier 2 Service Desk position at Peraton is between $86,000 and $138,000, depending on experience and qualifications. This competitive salary reflects our commitment to attracting and retaining top talent in the field, ensuring that you are compensated fairly for your important contributions.

When responding to this question, focus on your familiarity with using Jira for ticket management. You might discuss how you've used it to log, track, and prioritize tickets, and how you've customized workflows to improve efficiency. Show your understanding of best practices in documentation and issue tracking.

For this question, share your systematic approach to troubleshooting. Discuss how you analyze the problem, gather information, replicate the issue if possible, and identify potential solutions. Highlight any specific tools or methodologies you use, such as root cause analysis or knowledge base reference.

When answering, outline your understanding of ITIL principles for incident and problem management. Emphasize your commitment to following these practices for effective service delivery and how they improve overall customer satisfaction. Mention any specific ITIL certifications you hold, if applicable.

In your response, provide a specific scenario illustrating your problem-solving skills. Detail the issues faced, the steps you took to analyze the root cause, and the long-term solution you implemented. This showcases your analytical thinking and commitment to continuous improvement.

Share your strategy for managing multiple tickets, focusing on prioritization based on urgency, impact on users, and SLAs. Explain how you balance quick fixes with addressing underlying problems. Highlight any tools you use to track priorities.

Discuss your familiarity with troubleshooting across both domains. For software, mention any specific applications you're proficient in, and for hardware, note your experience with various devices. Provide examples of successful troubleshooting experiences in both areas.

Emphasize the importance of clear communication and set expectations for users regarding ticket updates, resolution timelines, and processes. Explain how you adapt your communication style to suit technical and non-technical users, ensuring they feel confident and informed.

Provide a specific example of a collaborative effort involving team members to address a technical issue. Detail your role, the teamwork dynamics, and how the collaboration resulted in a successful outcome. This will demonstrate your ability to work within a team effectively.

Highlight your experience with specific remote troubleshooting tools and software. Discuss how these tools enhance your efficiency in providing support and address common issues remotely. If applicable, mention the importance of data security when accessing user machines.

When answering, convey genuine interest in the company’s mission and values. Discuss how the opportunity aligns with your career goals, personal interests in IT and national security, and your eagerness to contribute to meaningful projects that impact society positively.