IT Support Administrator

The IT Support Administrator at Peraton is responsible for delivering exceptional technical assistance to HHS users, ensuring prompt issue resolution, and maintaining communication with clients. The role involves diagnosing technical problems, answering queries via phone and email, and providing proactive support. Additionally, the administrator will update records and track service tickets to ensure timely resolutions and adherence to Service Level Agreements. These responsibilities ensure that both internal staff and external clients receive top-tier IT support.

To qualify for the IT Support Administrator position at Peraton, candidates must possess a minimum of 5 years of experience with a bachelor's degree, or 3 years with a master's degree. At least 2 years in a help desk environment using ServiceNow tools is essential, alongside the ability to obtain a Public Trust Clearance. Moreover, successful candidates will need to have strong communication skills and be able to work both independently and collaboratively within a team.

While not mandatory, preferred qualifications for the IT Support Administrator position at Peraton include experience working with HHS and/or the Office of Inspector General customers, as well as proficiency in MS Office Suite applications. Candidates who thrive in a fast-paced environment and possess superb oral and written communication abilities will find themselves well-suited for this role, enhancing teamwork and the overall support experience.

The IT Support Administrator at Peraton plays a crucial role in supporting clients involved in national security missions. By ensuring that IT services run seamlessly and addressing technological issues effectively, the administrator directly contributes to the organization’s ability to respond to critical challenges, thereby supporting the safety and security of the nation and its allies.

The typical salary range for the IT Support Administrator position at Peraton is between $66,000 and $106,000 annually, depending on experience and qualifications. This competitive salary reflects the skills and expertise required for the role, making it a rewarding opportunity for potential candidates.

It's essential to remain calm and empathetic in such situations. As an IT Support Administrator, I would listen actively to the user's concerns, acknowledge their frustration, and assure them that I am committed to resolving their issue. I would then ask clarifying questions to diagnose the problem effectively and prioritize finding a solution while keeping the user informed throughout the process.

My troubleshooting process involves several systematic steps. Firstly, I would gather detailed information from the user about the problem they're facing. Next, I would identify whether the issue is hardware or software-related. After isolating the problem, I would refer to historical database records to see if similar issues have occurred and resolve accordingly. Finally, I ensure to document the process and inform the user of the solution.

I have two years of experience using ServiceNow tools, where I primarily focused on managing service requests, tracking incidents, and documenting resolutions. I appreciate its interface that allows for efficient problem tracking and communication. My familiarity with ServiceNow has enabled me to maintain accurate records and ensure timely follow-ups, which contributes significantly to meeting SLAs.

When faced with multiple support requests, I prioritize based on urgency and impact. I assess which issues affect critical systems or high-profile users and address those first. Additionally, I'm careful to manage expectations by communicating estimated response times to users as I work through requests, ensuring transparency throughout the process.

Certainly! There was an instance where a user faced a recurring software crash that standard troubleshooting did not resolve. I decided to delve deeper into system logs and found that it was due to a compatibility issue with an outdated plugin. Once I identified the problem, I was able to guide the user through updating the necessary software, resulting in a successful resolution and enhanced system performance.

Effective communication is vital in IT support. I employ active listening to fully understand the user's concerns, and I utilize clear, simple language to explain technical details. To ensure there's no confusion, I encourage users to ask questions and confirm their understanding along the way. This builds trust and maintains a positive user experience.

I believe continuous learning is essential in IT. I stay updated with the latest technology trends through online courses, industry webinars, and professional networking. Additionally, I regularly follow IT blogs and forums to engage with fellow professionals and learn from their experiences, which keeps me informed about developments in tools and best practices.

Documentation plays a crucial role in IT support as it fosters continuity and knowledge sharing. It allows others to understand past issues and resolutions, which can expedite problem-solving for similar future incidents. I make a point to document each encounter thoroughly and ensure that tracking databases are kept up-to-date.

User education is key to reducing future tech issues. I take a proactive approach by creating easy-to-follow guides and FAQ documents. During interactions, I make time to explain common issues and empower users with tips that can enhance their IT experience. This not only alleviates their current frustrations but also builds user confidence in using technology.

I am passionate about technology and excited about the opportunity to contribute to a mission-driven organization like Peraton. The commitment to national security aligns with my desire to make a positive impact, and I believe my experience and skills in IT support can help enhance operations while making a meaningful difference in the lives of users.