Job Description

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 Springfield, 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 Springfield, VA.

Day to Day Work Responsibilities:

• Perform Tier III problem resolution on the telephone and in person 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.
• 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 the troubleshooting workflow and organize support priorities.
• Determine severity and complexity of a reported issue and escalate to the appropriate specialist.

#TSAImpact

Qualifications

Basic Qualifications:

• Bachelor’s degree and 0 years' experience; or Associate’s degree and 2 years’ experience or HS diploma/equivalent and 4 years' experience.  
• U.S. Citizenship required; Must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Experience with desk-side IT support.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.).
• Ability to work independently with minimal supervision.
• Able to plan and prioritize workload to ensure objectives are achieved on time.
• Experience working in a professional security environment balancing multiple tasks and prioritizing as required.
• Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.
• Ability to communicate in a professional manner with senior executive government staff.

Preferred Qualifications:

• Relevant DHS focused experience.
• A+ Certification.
• Network+ Certification.
• Cisco & Microsoft Certifications.
• ITIL4 Certification.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $51,000 - $82,000. This 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.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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