73 applicants

Company

Peraton · 7 hours ago

Service Desk Analyst

USA

Full-time

Remote

Mid, Senior Level

$39K/yr - $62K/yr

5+ years exp

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Information TechnologyRobotics

Actively Hiring

No H1B

U.S. Citizen Only

Security Clearance Required

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Responsibilities

Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs.

Performs Tier II problem resolution on the telephone 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 severity and complexity of a reported issue and if necessary escalate to the appropriate specialist.

Determine the troubleshooting workflow and organize support priorities.

Determine severity and complexity of a reported issue and escalate to the appropriate specialist.

Provides training to customers.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT TechnicianIT SupportRemedy softwareSecurity+ certificationTechnical standardsAnalytical techniquesShift work flexibility

Required

High School Diploma and a minimum of 5 years experience

U.S. Citizenship required; must have a minimum of a Secret clearance or higher

Experience as an IT Technician or IT Support

Experience using Remedy software (or similar tool) to track incidents and service requests through the full lifecycle

Experienced with frequent use and application of technical standards, principles and theories

Must have ability to obtain Security+ certification within 6 months of hire

Must have ability to work shift work. Must have flexibility work any of the below shifts to be considered: 6am-2:30pm CST, 2:30pm-10:30pm CST, 10:30pm-6:30am CST