Technical Support Associate

Peraton Overview
Peraton 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.
Responsibilities
Peraton is currently seeking Technical Support Associate to join our team of qualified, diverse individuals. The qualified applicant will become part of Peraton's HHS OIG Information Technology Service Desk Support and Engineering Services Program. The IT Service Desk Technician provides technical assistance to HHS-VIP and HHS users, answers questions; resolves computer problems for clients in person, or via telephone or electronically; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
This position is onsite, with travel as needed that supports, HHS OCIO VIPs that are virtual and in-office (Washington DC). (within 50 miles)
What you'll do:

• Provide responsive, reliable, and consistent service delivery.

Provide IT services that appropriately respond to the time-sensitive needs of customers,

• Provide prompt referrals and escalations to an appropriate IT support service option.
• Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.

Respond to and diagnoses problems through discussion with users.

• Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provide support to end users on a variety of issues related to applications and web applications.
• Identify, research, and resolve technical problems.
• Respond to live telephone calls , email and personnel requests for Technical Support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Follow a set work schedule as assigned by management.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.

Qualifications
Required Qualifications:

• Bachelor's degree with 2 years or High School diploma with 6 years of relevant experience.
• Minimum of 2 years of experience working in a help desk environment with ServiceNow tools.
• Must be a US Citizen and have the ability to obtain and maintain a (T4) position of Public Trust Clearance.

Preferred Qualifications:

• Prior experience with HHS and/or the Office of Inspector General customer, is a plus.
• Must have great oral and written communication skills.
• Experience MS Office Suite, including Outlook, Word, Excel, and PowerPoint
• Ability to effectively work independently and as a member of a team.
• Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.

Benefits:
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
#HHSOIG2023
Target Salary Range
$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
SCA / Union / Intern Rate or Range
EEO
An Equal Opportunity Employer including Disability/Veteran.
Our Values
Benefits
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

• Paid Time-Off and Holidays
• Retirement
• Life & Disability Insurance
• Career Development
• Tuition Assistance and Student Loan Financing
• Paid Parental Leave
• Additional Benefits
• Medical, Dental, & Vision Care