Peraton · 8 hours ago
Tier 1 Service Desk Representative (Night Shift)
Washington, DC, US
Full-time
Onsite
Mid, Senior Level
$51K/yr - $82K/yr
5+ years expPeraton is a next-generation national security company that drives missions of consequence. They are seeking an IT Tier I Service Desk Representative to provide front-line support in a Call Center environment, assisting users with software and system installations and usage.
Information TechnologyRobotics
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards
Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary, onsite visits
Support the installation, configuration, and use of various application software
Offer mobile device support for Android and iOS platforms
Assist in the development of user documentation and installation procedures
Provide technical assistance ranging from general system information to in-depth configuration and problem resolution
Disseminate “Alert” notifications using multiple communication channels, including voicemail, web platforms, newsgroups, and email
Maintain and update a knowledge base of all supported software, as well as a general understanding of supported hardware and communication tools
Demonstrate a willingness to learn and retain knowledge of all House-supported hardware and software, cloud-based products, and internal policies
Participate in HIR projects and initiatives as needed
Serve as an escalation resource for advanced-level support issues
Act as a technical subject-matter expert and solution provider for internal Tier 2 support
Collaborate closely with internal groups to support and maintain current technology platforms
Coordinate with external vendors to troubleshoot and resolve issues effectively
Escalate and consult with senior engineering staff for the resolution of complex technical problems
Perform other official duties as assigned
Qualification
Required
High School Diploma and of 5 years of experience
U.S. Citizenship is required with the ability to obtain a Public Trust
Proven ability to configure and troubleshoot commercial off-the-shelf (COTS) hardware and software, including desktops, laptops (PC and Mac), mobile devices, printers, and other peripherals
Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems
Basic understanding of physical, network, and application layers, with the ability to use TCP/IP tools and protocol commands for issue resolution
Strong customer service and communication skills, with a professional presence when interacting with executive-level users and management
Ability to perform effectively in a fast-paced environment and meet deadlines consistently
Experience conducting business and systems analysis to assess, understand, and resolve end-user issues
Minimum of one (1) year of hands-on experience supporting: macOS, Remote access tools such as Cisco AnyConnect, VPN and secure remote connectivity (experience with RSA SecurID is a plus)
Minimum of three (3) years of experience in the following areas: IT Call Center or Service Desk support, Active Directory user and account management, Microsoft Windows 10 and Office 365 support, iOS and Android mobile operating systems, Microsoft Office 365 ProPlus, SharePoint, and Exchange Online, Mobile Device Management (MDM) solutions such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Microsoft Intune
Minimum of five (5) years of experience using enterprise IT service management platforms such as BMC Helix (Remedy) for incident, change, or knowledge management
Preferred
Ability to work independently and as part of a team with minimal supervision
Relevant IT certifications (e.g., CompTIA, Microsoft, Apple) are preferred but not required
Associate or bachelor's degree in a related field is preferred but not required
ITIL certification is preferred but not required
Microsoft 365 certification is preferred but not required
Benefits
Employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Company
Peraton
Peraton Fearlessly solving the toughest national security challenges.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Thomas Terjesen
Chief Information Officer
Recent News
Washington Technology
2026-01-22
2025-09-25
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