Help Desk Tier II Customer Technical Support Specialist

Peraton is currently seeking skilled and qualified candidates for their Help Desk Tier 2 Technician position. This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email.Day to Day Responsibilities:• Provide a high-level of customer service to all customers including effective communication.• Resolve issues for desktop and laptop incidents and requests in a timely manner.• Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality.• Troubleshooting and resolving service-related issues such as user data back-up, printing, web-ex, etc.• Effectively document the resolution process and mentor Service Desk personnel.• Contribute to departmental policies and procedures related to troubleshooting• Demonstrate a thorough understanding of departmental policies and procedures• Work with system and application owners to remediate reoccurring issues.• Ability to troubleshoot virtualized environments and make recommendations for improved performance.• Respond to and resolve inbound computer-related end user support tickets in atimely manner using Service Manager.• Support Windows 10, Mac OS, iOS, and Android.• Provide IT support relating to technical issues involving Microsoft corebusiness applications and operating systems.• Troubleshoot, maintain, repair, upgrade, and install various desktop computerhardware, printers, phones, and other equipment.• Set up and support hardware, software, network access, telephones, and otherequipment for new hires and existing employees.• Communicate with customers as required, keeping them informed of supportprogress and notifying them when their issue has been resolved.• Ability to handle high call volume and correspondence; multitask and bring up to Tier 3 as needed.• Able to work multiple issues at one time, both individually and in support of other technicians, while utilizing time management skills to ensure on time appointment arrivals and updates.Basic Qualifications:• High School Diploma with 5 years experience.• Ability to obtain and maintain a public trust clearance.• U.S. Citizenship• Experience working with computers and operating systems.• Experience with trouble ticketing system—currently using Service Manager• Thorough knowledge of desktop and business/technical support systems• Experience installing and supporting applications such as Microsoft Office andOutlook, O365, Windows 10 and Mac OS.• Hands-on experience with a wide range of infrastructure, including but notlimited to Operating Systems, Device Management, and client systems.• Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.• Experience in working on a Service Desk team supporting IT services.• Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc.• Minimum certification of at least ONE of the following: MCSA, MCSE, ACSP or ACMT.• Willing to work additional hours and/or perform additional tasks (including general office work) as needed.• Willing to participate in a one week on-call rotation requiring a high level of availability after hours and on the weekend.Preferred Qualifications:• Authorized MAC certification• Excellent customer service• Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.