Technical Support Technician

Chantilly, VA
Jul 04, 2022
Jul 09, 2022
Full Time
Peraton is seeking Technical Support Technician's in support of our Coporate IT initiatives. The Technical Support Technician will 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. The candidate will also use his/her 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.Responsibilities:The Technical Support Technician's role is to prevent and resolve technical issues and to assist end users in accomplishing their business tasks. The candidate should be dependable with an excellent attendance record, cooperative and respectful to clients and co-workers. The following is a brief list of the responsibilities commensurate with the responsibilities for this position.Provide technical support and troubleshooting services to end-users who need assistance with their computer hardware and software.Tier II service encompasses receiving phone calls, emails, chat, instant messaging, texts and responding the service calls as necessaryDocumenting and triaging service request; and solving or escalating the requestTracking request status and providing routine progress updates to the customer; and following up with the customer on the resolution of ticket for completeness/quality and satisfaction.Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.Upgrades software components as requiredProvides customers with network technical support.Experience supporting mobile devices such as IOS, Android, Blackberry and Windows.Instructs customers and support staff in use of equipment and softwareRequired SkillsBachelor's Degree from an accredited university in an IT related discipline. May substitute with a minimum of 2-4 years of IT Infrastructure service support experience and HS Diploma.Must be US citizen and able to obtain/maintain a Top Secret security clearanceDesired Skills Prior experience successfully delivering help desk and field support services. Experience supporting large enterprise IT Projects and Corporate integration activities. Knowledge and mastery in this field and the ability to complete difficult and complex assignments on time within a fast paced environment.Ability to investigate and interpret technical and/or complex information, with the ability to deliver professional presentations on all facets of IT field support delivery. Demonstrated ability to work with matrixed resources. Possesses strong organizational, time management and customer engagement skills.Licenses and Certifications:Microsoft Technology Associate (MTA)A+ CertificationNetwork+ CertificationSecurity+ CertificationPeraton 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.Colorado Salary Minimum: $35,400 Colorado Salary Maximum: $85,900 The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Peraton provides a variety of benefits to employees.