Customer Technical Support Specialist

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 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.

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

Peraton is hiring a Customer Technical Support Specialist to support our DHS customer at TSA Headquarters in Herndon, VA. You'll be responsible for providing advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs.

The position requires on-site work in Herndon, VA.

Day to Day Work Responsibilities:

• Provide Tier I and Tier II support for interagency partners. (USSS, CBP, FAA, DoD, etc.)
• Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
• Possesses a wide range of in-depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Provide AV support including VTC, video walls, utilizing Activu AV systems and integrated Creston/Extron solutions.
• Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.
• Provides expert and second tier technical support for the installation and repair of complex systems and outages.
• Reviews system and configurations to ensure successful implementation of services into production.
• Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
• Partners with developers and engineers to reduce reoccurring incidents.
• Provides consultative assistance during off hours as needed.
• Assist in developing continuous process improvement for support tools, troubleshooting techniques. Collaborate and assist R&D in the testing and optimization of product support techniques and tools.
• Communicate to appropriate internal personnel of issues at a particular account?
• Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
• Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
• Determine the troubleshooting workflow and organize support priorities.
• Determine severity and complexity of a reported issue and escalate to the appropriate specialist. Provides training to customers.

#TSAImpact

Qualifications

Basic Qualifications:

• Bachelor's degree and 12 years' experience or a Masters degree and 10 years of experience or Associate's degree and 14 years' experience or a High School diploma and 16 years of experience.
• U.S. Citizenship required.
• Active DOD Secret Clearance required.
• Experience with desk-side IT support and the ability to communicate in a professional manner with senior executive government staff.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.).
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.

Preferred Qualifications:

• Relevant DHS focused experience.
• Security+ Certification
• A+ Certification.
• Network+ Certification.
• Cisco & Microsoft Certifications.
• ITIL4 Certification.
• Audio Visual experience.
• Experience running and/or managing projects.
• Self-motivated and proactive - able to work independently with minimal supervision, identify opportunities and develop new ideas.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Self-motivated and proactive - able to work independently with minimal supervision, identify opportunities and develop new ideas.
• Experience working in a professional security environment balancing multiple tasks and prioritizing as required.
• Team Player - Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.
• Able to plan and prioritize team workload to ensure objectives are achieved on time.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $80,000 - $128,000. This represents the typical salary range for this position based on experience and other factors.

EEO:Peraton is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other characteristic protected by law.