Customer Support Specialist (technical)

Customer Support Specialist

Peraton is seeking a Customer Support Specialist to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications and services globally. The CSS will be a member of the Service Desk team. A part of the CA Service Center, the Service Desk is the first and central customer service point for all service events related to the CA IT infrastructure environment. Therefore, a primary Service Desk objective is to provide superior and professional customer service and Tier I support to the CA/CST internal user community. Service Desk team members work closely with CAEIO colleagues, DOS leadership, and other stakeholders to monitor Service Desk shift performance, provide incident intake processing oversight, and ensure timely incident escalation.

Responsibilities:

• Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets) via multiple support channels (phone, email, chat, and ticket queue).
• Make outbound service calls to customers (returning voicemails, providing status updates/follow-up, gathering more information).
• Resolve issues using Knowledgebase articles. Contribute to new Knowledgebase articles by providing documentation for new solutions to issues.
• Comply with all government policies, procedures, and timelines for ticket escalation and resolution to ensure the program meets SLAs/SLOs.
• Attend Shift Turnover meetings at the beginning and end of each shift, providing ticket data for the end-of-shift meeting.
• Maintain communication with the government customer and other support team members.
• Disseminate policy and SOP changes to shift team members.
• Monitor the ticketing system (ServiceNow) dashboards to track tickets pending assignment, impact assessment, a response back to the caller, and aged tickets pending updates.
• Draft and send scheduled deliverables at the end of the shift.
• Be familiar with all Service Desk roles and responsibilities to back up colleagues when necessary.
• Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.

Core Work Schedule: TBD

Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166

The individual must complete a 12-week New Hire Training Program, which is held Monday through Friday from 7:00 AM to 3:30 PM in Sterling, VA. After completing the training program, the individual will work their assigned shift in Sterling four days per week, except for those who work Saturday and Sunday. With manager approval, the individual can work remotely the other day(s). The number of days the individual works onsite is subject to change based on government/program requirements (for example, surge support might require the individual to be in the office five days per week).

Qualifications:

Basic Qualifications:

• U.S. citizenship and active SECRET Government Security Clearance.
• 1 to 3 years of help desk/service desk experience.
• Ability to document ticketing information accurately with minimal errors and/or rework.
• Ability to work independently, achieve productivity goals, and manage one's time.
• Strong written and verbal communication skills.
• Attention to detail and a can-do attitude.
• Must be able to work on site.

Desired Qualifications:

• Comp TIA A+ Certification
• ITILv3 or ITILv4 Foundation Certification
• Microsoft IT Support Certification or HDI SCR
• Experience using Remedy or ServiceNow CRM
• Experience supporting the Department of State IT environment

Education and Experience:

• High school diploma (or equivalent) and 6 years of experience; Bachelor's degree and 2 years of experience.

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.