Technical Customer Support Representative

Basic Qualifications:• Must be a U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance• High School diploma/equivalent and 2-4 years relevant experience.• Strong writing and communication skills.• Experience with O365.• Ability to support rotating shift work.• Technical Customer Support experience required.• Strong customer support skills.• Problem-solving ability to diagnose and resolve basic technical issues.• Demonstrates eagerness to learn and flexible with the ability to multi-task.• Possess attention to detail and follow-through.• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.• High level of professionalism and ability to maintain confidentiality.Peraton is seeking a Technical Customer Support Representative to join our team of qualified, diverse individuals. The ideal candidate will support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer. The motivated IT professionals will directly support DHS staff via phone and social media applications.Day to Day Work Responsibilities:• Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.• Uses automated information systems to analyze routine situations.• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.• Resolves problems or contacts more senior technical support as necessary.• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.• Maintains network diagrams and circuit records.• Instructs users in the use of PCs and networks.• May perform basic PC, PBX, and network software programming.• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.• Serve as the first point of contact for customers seeking technical assistance over the phone or email.• Perform remote troubleshooting through diagnostic techniques and pertinent questions.• Determine the best solution based on the issue and details provided by customers.• Walk the customer through the problem-solving process.