Offer summary

Qualifications:

Bachelor's degree and 5 years of experience in IT help desk support., Strong customer service and communication skills, both verbal and written., Proficient in Microsoft Office Suite, especially Excel and Word., Ability to work flexible hours and obtain a Public Trust clearance..

Key responsabilities:

Provide Tier 1 - 3 support to end users and internal teams.

Triage incoming tickets and document tasks in ServiceNow and Jira.

Communicate system messages and outage notices to stakeholders.

Manage user access and maintain inventory of Amazon WorkSpaces.

Job description

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

About The Role

The role of the FPS Help Desk Analyst is to provide Tier 1 - 3 support to end users, model developers, and edit developer, as well as supporting the FPS internal team.

What you'll do:

Remain available to field incoming phone calls from end users
Carry out onboarding and offboarding tasks for internal and external personnel (end users, and backend model developers and edit developers)
Triage incoming tickets and resolve as equipped, or escalate to appropriate FPS team for resolution
Documenting all tasks conducts via comments/work notes in ServiceNow (SNOW) and or Jira tickets
Draft knowledge-based articles (KBAs) for review by the Help Desk Manager
Periodically review existing KBAs for accuracy
Communicate patching notices to internal and external stakeholders
Post System Messages to the UI for System Releases and Models Release as well as any other planned downtime.
Communicate unplanned outage notices to internal and external stakeholders
Support internal personnel access and troubleshooting requests
Maintain all current email rosters for communications
Maintain inventory of all Amazon WorkSpaces and report to DASG/DISM monthly
Contribute to the reporting of all Help Desk Service Level Agreements (SLAs) for Tier 1-3 and onboarding
Smoke test the FPS user interface (UI), Amazon WorkSpaces, Databricks and Snowflake daily
Escalate all Severity outages with highest priority and send out a triage bridge meeting for internal team to attend for troubleshooting
Communicate all identified Severity outages to DASG/DISM within 15 minutes of identification
Manage access for end users using the CMS IDM Okta Admin console for group member management
Manage access for backend users using the Amazon WorkSpace console to create new machines and manage existing machines

Expectations of a Help Desk Analyst:

Perform duties of high quality with little supervision of the Help Desk Manager
Identify process efficiencies and documentation gaps and submit a draft to the Help Desk Manager for review
All outbound emails follow the FPS Help Desk Cohesive Communication Style Guide but require additional peer review from Senior Help Desk Associates or Help Desk Manager
Well-versed in the access requirements and basic usability of the FPS Unified Portal
Well-versed in the access requirements and basic usability of FPS Analytic Platform tools
When assigned novel tasks, work with the Help Desk Manager to build a comprehensive plan, then execute with the guidance of a Senior Help Desk Analyst
Shadow Senior Help Desk Analysts with tasks that are unfamiliar to harden familiarity

Qualifications

Required Qualifications:

Bachelors degree and 5 years of experience providing Tier 1 or above help desk support in IT operations
Professional customer service and communication skills
Exceptional telephone, email and in-person etiquette
Proficient using Microsoft Office Suite, in particular MS Excel and MS Word
Familiar with Microsoft Teams
Able to work 6:00 AM-9:00 PM (EST) shifts
U.S. Citizenship is required
Must be able to obtain and maintain a Public Trust clearance

Preferred Qualifications

Well organized and efficient with exceptional judgment, problem-solving and decision-making skills

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.

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

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