Service Desk Agent with Security Clearance
Company: Peraton
Location: Washington
Posted on: April 25, 2024
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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 galaxyAs 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 alliesPeraton operates
at the critical nexus between traditional and nontraditional
threats across all domains: land, sea, space, air, and
cyberspaceThe company serves as a valued partner to essential
government agencies and supports every branch of the U.Sarmed
forcesEach day, our employees do the can't be done by solving the
most daunting challenges facing our customersVisit peraton.com to
learn how we're keeping people around the world safe and
secure.
Responsibilities Key Responsibilities:--- Receive, document,
categorize, triage, route, and resolve end user IT requests and
incidents tickets.
* Review and evaluate tickets for escalation and transfer to Tier 2
agent consistent with defined processes and procedures.
* Collaborate with other agent to ensure 75% of user support
incident tickets are resolved at Tier 1 within required SLA
timeframes.
* Work with end user to validate all Tier 1 and transferred-back
Tier 2 and Tier 3 tickets are resolved prior to ticket closure.
* Monitor tier 1 tickets and associated trends to ensure large,
systemic issues, and/or work stoppages are quickly identified,
grouped, and escalated when/as necessary.
* Route tickets to external support groups based on information and
policies provided by the customer.
* Service Desk Trainer will ensure Tier 1 and Tier are trained and
knowledgeable on M/CIO managed processes and tools, such as for
ITIL and IT Service Management and be provided regular or refresher
training as process improvements/changes are implemented.
* Service Desk Trainer will ensure all help desk documentation and
artifacts meet the quality level define by the program*Contingent
on Contract Award* Qualifications Basic Qualification:---
U.SCitizen; eligible for U.SSecret Security Clearance.
* 1 - 3 years' experience supporting Service Desk or Help Desk
operations.
* Must have experience with ServiceNow or other ITSM tools.
* Must be proficient in English.Preferred Qualification:--- Active
Secret Security Clearance.
* ITIL v.4 Certification
Target Salary Range $66,000 - $106,000This represents the typical
salary range for this position based on experience and other
factorsSCA / Union / Intern Rate or Range EEO An Equal Opportunity
Employer including Disability/VeteranOur Values Benefits At
Peraton, our benefits are designed to help keep you at your best
beyond the work you do with us dailyWe're fully committed to the
growth of our employeesFrom 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
Keywords: Peraton, Arlington , Service Desk Agent with Security Clearance, Sales , Washington, Virginia
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