Helpdesk Specialist - Peraton
Washington, DC
About the Job
Responsibilities
Helpdesk Staff/Specialist
Location: Onsite Washington, DC
Responsibilities:
- This vital position is responsible for providing direct support to end users onsite and remote, and tracking all Help Desk metrics every week, including some new/open incidents, classification of incidents by tier and assigned group, and number of resolved instances.
- Receive customer Help Desk phone calls, service requests and in-person walk-ins for support.
- Process Help Desk tickets serving as the single point of contact for support for the end user.
- Provide direct production support services for application users by responding to operational problems that are funneled to the team via the customer's helpdesk ticketing system, ServiceNow.
- Work with the functional areas of the IT team to provide Tier 2 and 3 customer support.
- Responsible for maintaining FAQs for questions or queries from users and SOPs for common issues encountered during the support process with detailed analysis and resolution steps.
Qualifications
Associate degree and 4 years of relevant experience, 2 years with a BS/BA, 6 years without a degree.
- Experience with the ServiceNow ticketing system is required.
- Ability and flexibility to support a rotating 24/7 schedule.
- Ability to work 100% onsite at GSA Headquarters in Washington DC
- Experience working in a NOC/SOC
- Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
- Azure AD (portal) administrator skills, Windows 11 management, basic networking, Wi-Fi / ethernet troubleshooting,
- Excellent Microsoft Office skills (Word, Excel, and other applications)
- Knowledge of G Suite applications (Sheets, Docs, Slides) a plus
- Ability to train end users on frequently asked technical issues.
- Ability to provide technical assistance and support over the phone.
- Friendly presence, helpful attitude, good interpersonal skills, empathy, and ability to work well with others.
- Strong analytical skills with the ability to visualize a problem or situation and think abstractly to solve it.
- Highly detail, productivity and customer service oriented.
- Adaptability, flexibility, and ability to deal with ambiguity and change.
- Effective communication and collaboration skills.
- Sound business ethics, including the protection of proprietary and confidential information.
- Ability to work with all levels of internal staff, as well as outside clients and vendors in a fast-paced environment.
- Skilled communicator with clients and employees.
- Ability to obtain and maintain a Public Trust
Peraton Overview
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.