Responsibilities

Key Responsibilities:

• Receive, document, categorize, triage, route, and resolve end user IT requests and incidents tickets.
• Review and evaluate tickets for escalation and transfer to Tier 2 agent consistent with defined processes and procedures.
• Collaborate with other agent to ensure 75% of user support incident tickets are resolved at Tier 1 within required SLA timeframes.
• Work with end user to validate all Tier 1 and transferred-back Tier 2 and Tier 3 tickets are resolved prior to ticket closure.
• Monitor tier 1 tickets and associated trends to ensure large, systemic issues, and/or work stoppages are quickly identified, grouped, and escalated when/as necessary.
• Route tickets to external support groups based on information and policies provided by the customer.
• Service Desk Trainer will ensure Tier 1 and Tier are trained and knowledgeable on M/CIO managed processes and tools, such as for ITIL and IT Service Management and be provided regular or refresher training as process improvements/changes are implemented.
• Service Desk Trainer will ensure all help desk documentation and artifacts meet the quality level define by the program.

*Contingent on Contract Award*

Qualifications

Basic Qualification:

• U.S. Citizen; eligible for U.S. Secret Security Clearance.
• 1 – 3 years’ experience supporting Service Desk or Help Desk operations.
• Must have experience with ServiceNow or other ITSM tools.
• Must be proficient in English.

Preferred Qualification:

• Active Secret Security Clearance.
• ITIL v.4 Certification

Peraton Overview

Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.

Target Salary Range