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Peraton · 1 month ago

Customer Support Specialist (Technical)

Sterling, VA

Full-time

Hybrid

Entry Level

$51K/yr - $82K/yr

1+ years exp

Peraton is a next-generation national security company that drives missions of consequence spanning the globe. They are seeking a Customer Support Specialist to provide Tier I support and superior customer service for the CA IT infrastructure environment.

Information TechnologyRobotics

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

Help desk experienceComp TIA A+ CertificationITILv3ITILv4 CertificationServiceNow CRM experienceMicrosoft IT Support CertificationCan-do attitudeCommunication skillsAttention to detail