What are the responsibilities and job description for the Technical Customer Support Representative position at Peraton?
About Peraton
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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we're keeping people around the world safe and secure.
Program Overview
Nationwide program dedicated to maintaining IT infrastructure operations across TSA. Contract supports all US airports and 30 US Embassy/Consulates international sites across 30 different countries where TSA is present
About The Role
Are you passionate about providing outstanding IT support and helping users solve technical challenges? Peraton is seeking a dedicated and service-oriented Technical Customer Support Representative to join our team supporting the Department of Homeland Security (DHS) Transportation Security Administration (TSA). This is an excellent opportunity to make a meaningful impact in a mission-driven environment while advancing your career in IT support. As a key member of our support team, you'll be the first point of contact for DHS/TSA staff needing assistance with IT-related issues.
Qualifications
Basic Qualifications:
29.04
Details
Target Salary Range: The rate / range per hour below represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.
Application Statements: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity.
EEO:Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we're keeping people around the world safe and secure.
Program Overview
Nationwide program dedicated to maintaining IT infrastructure operations across TSA. Contract supports all US airports and 30 US Embassy/Consulates international sites across 30 different countries where TSA is present
About The Role
Are you passionate about providing outstanding IT support and helping users solve technical challenges? Peraton is seeking a dedicated and service-oriented Technical Customer Support Representative to join our team supporting the Department of Homeland Security (DHS) Transportation Security Administration (TSA). This is an excellent opportunity to make a meaningful impact in a mission-driven environment while advancing your career in IT support. As a key member of our support team, you'll be the first point of contact for DHS/TSA staff needing assistance with IT-related issues.
- Location: On-site in Clinton, TN
- Shift Schedule: This position requires weekend dayside availability with the following shifts: two 12-hour shifts on Saturday and Sunday, and two 8-hour shifts on Thursday and Friday. Candidates must be able to rotate shift times as needed.
- Thursday: 5:30pm - 2:00am
- Friday: 5:30pm - 2:00am
- Saturday: 5:30pm - 6:00am
- Sunday: 5:30pm - 6:00am
- Provide technical support for software, hardware, and network issues via phone, email, and social media tools.
- Walk users through solutions using remote diagnostic techniques and clear, step-by-step communication.
- Review and prioritizing support requests, troubleshooting technical issues, and escalating complex cases as needed.
- Support users with requests for information and providing guidance on IT systems and databases.
- Maintain network records and assisting with documentation, diagrams, and basic system configurations.
- Collaborate with cross-functional technical teams to resolve service interruptions and improve performance.
Qualifications
Basic Qualifications:
- High School diploma/equivalent and 2-4 years experience.
- U.S. Citizenship required. Must have the ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.
- Technical Customer Support experience.
- Experience supporting Office 365 and common IT platforms.
- Ability to troubleshoot technical issues.
- Strong writing and communication skills.
- Problem-solving ability to diagnose and resolve basic technical issues.
- Ability to work rotating shifts as needed.
- Relevant DHS focused experience.
- Possess attention to detail and follow-through.
- High level of professionalism and ability to maintain confidentiality.
- Demonstrates eagerness to learn and flexible with the ability to multi-task.
- Detail-oriented, reliable, and organized with the ability to multi-task effectively.
- Professionalism, discretion, and a commitment to maintaining confidentiality.
- Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
- Ability to spend 4 hours per day on your feet, often walking long distances throughout airport and office environments to support customer equipment.
- Ability to lift 40-50 pounds when installing IT equipment.
- Ability to push/pull carts to transport equipment.
- Ability to kneel, bend, and reach under desks to connect or repair cabling, and connect patch cables from patch panels to network switches.
- Physical activity may include climbing ladders, stooping, kneeling, crouching, reaching, walking, pushing, pulling, lifting, grasping, and using hand tools.
- Required to have close visual acuity to perform activities such as viewing a computer terminal.
- Subject to hazards such as proximity to moving mechanical parts, moving vehicles, and electrical current.
29.04
Details
Target Salary Range: The rate / range per hour below represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.
Application Statements: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity.
EEO:Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.