IT Support Technician

Peraton is seeking a IT Support Technician for its growing Department of Veterans Affairs (VA) account. The successful candidate will support Tier 2 Help Desk activities on the Veterans Benefits Management System (VBMS) Service Desk.

What you will do:

• 
  Entry level service desk/call center position where second line analysis and troubleshooting for application specific issues are reported for highly visible and high-profile government contract
• Resolve tier 2 level application system inquiries, requests, and incidents by
• Clarifying the initial request or incident
• Determining the issue to be resolved
• Researching solutions for the root cause
• Escalating for quick resolution turnaround
• Following up as appropriate to confirm resolution
• Documenting resolution activities in trouble ticket tracking system and knowledge management
• Effectively transfer cases to other support groups and escalate to the next appropriate tier level
• Cognizant and capable of meeting enforced service level agreements
• Efficiently handle high volume ticket queue by supporting 50 – 100 tickets on a daily basis
• Actively participate in all meetings such as but not limited to weekly staff meetings, Pre-Scrum, Scrum, Validation, Weekly Live Meeting, USB, Weekly Ticket Tag-Up, Weekly Implementation Call on a rotational basis as necessary
• Responsible for preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides
• Largely responsive to action items to fulfill urgent internal/external requests
• Subject Matter Expert for the application, functional user roles and service desk processes and procedures
• Support focus teams or specialized projects to promote rapid improvement turnaround
• Maintains a professional and pleasant manner using proper customer service skills via (telephone and/or email)
• Responsible for handling varied customer requests, incidents, and problems with regards to the Veterans Benefits Management System (VBMS) application
• Analyzes and recommends alternative solutions to meet customer needs
• Builds credibility and trust with customers
• Identifies areas of opportunity to improve customer satisfaction.
• Supports the team process and participates on cross-functional teams
• Responsible for handling after-hours on call support (when necessary)

• HS 2-4 Years customer service and/or IT experience
• Must be able to obtain Public Trust Clearance
• Experience and ability to export and manipulate data to create and support reports.
• Experience using ticketing software such as Service Now or Service Desk Manager with a thorough understanding of ITIL best practices
• Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Agile, Java and Acrobat Adobe
• Ability to support a fast paced and agile learning environment
• Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails
• Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests
• Ability to identify and articulate key information in an efficient and timely manner.
• Ability to exercise discretion and independent judgment when handling situational occurrences
• Must have excellent multi-tasking and time management skills
• Physical Requirements lifting and/or pulling up to 40lbs.; sitting, bending and standing
• The equipment used in this position includes but is not limited to; computers, servers, network devices
• Availability to travel if necessary