Tier 1 Help Desk Technician

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As 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 allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Responsibilities

Peraton is seeking a Tier 1 Help Desk Technician to join our team of qualified and diverse professionals supporting our Department of Energy (DOE) customer. The successful candidate will provide first line technical support to end users by troubleshooting common hardware, software, and access related issues while delivering excellent customer service.

This position is fully remote.

Day to Day Roles and Responsibilities:

• Provide front-line support for Windows desktop systems, including troubleshooting software, hardware, and user-access issues

• Assist users with peripheral devices, such as printers, webcams, iPads, iPhones, and other common workplace equipment

• Support and troubleshoot Microsoft Office applications, including Outlook, Word, Excel, Teams, and related tools

• Log, track, and resolve support tickets in a timely and organized manner

• Escalate issues to higher-level support teams when necessary

• Deliver excellent customer service by communicating clearly, listening actively, and maintaining a calm, professional demeanor

• Guide users through solutions step-by-step, ensuring they understand the resolution

• Follow established procedures and contribute to documentation of common issues and solutions

Qualifications

Basic Qualifications:

• High school diploma or equivalent and 1 year of experience.

• Must be a U.S. citizen and eligible to obtain and maintain the required Department of Energy (DOE) security clearance.

• Basic knowledge of Windows operating systems, desktop applications, and common hardware and software troubleshooting.

• Familiarity with IT ticketing systems, incident documentation, and established escalation procedures.

• Basic experience assisting users with password resets, account lockouts, access issues, and common technical problems.

• Strong customer service and communication skills, with the ability to troubleshoot issues, explain solutions in user friendly terms, and remain professional under pressure.

• Ability to prioritize support requests, follow IT security procedures, and work effectively in a team environment.

Preferred Qualifications:

• CompTIA Security+, A+, or Network+ certification.

• Experience using ServiceNow or another IT service management ticketing system.

• Experience providing Tier 1 help desk, service desk, or technical support in an enterprise environment.

• Familiarity with mobile device support, including iPads and iPhones.

• Basic understanding of networking concepts, including connectivity and network troubleshooting.

• Experience supporting a federal government contractor or government agency.

• Experience working in an environment with established service level agreements (SLAs), ticketing procedures, and escalation processes.

Target Salary Range $39,000 - $62,000. 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. Benefits Statement

Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.

Application Statements The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own. EEO EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.