Customer Support Specialist (Technical)

Responsibilities

Peraton is seeking a Customer Support Specialist (Technical) to join our team of qualified and diverse individuals. The Customer Support Specialist will be a member of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program for the Bureau of Consular Affairs (CA). The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

Responsibilities

As a Customer Support Specialist (CSS), you will deliver customer satisfaction by resolving technical issues and meeting end-users' needs. Here are some of the primary responsibilities you will have as a CSS:

• 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 potential customers (returning voicemails, providing status updates/follow-up, gathering more information.
• Record all information accurately in the ITSM ticketing tool.
• Resolve issues using Knowledgebase articles.
• Escalate tickets promptly to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots/KBAs, peer review as needed.
• Work in one or multiple work queues over various customer contact channels.
• When new solutions are derived to resolve issues, provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
• Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution to ensure the program meets SLAs/SLOs.
• Collaborate with Customer Support team colleagues and other members of the CAEIO team.
• Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.

Core Work Schedule: Second and weekend shift: 3:00 PM ET - 11:30 PM ET, Sunday - Thursday.

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

This position is hybrid after the CSS completes training onsite in Sterling, VA. After completing training, the CSS is expected to work onsite up to two days per week and may, with manager approval, work remotely the other days. The number of days the CSS works onsite is subject to change based on program requirements (for example, when surge support is required).

Qualifications

Basic Qualifications

• U.S. Citizenship and ability to obtain 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 2-4 years of experience; Master's degree and 0-2 years of experience.

Target Salary Range

$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.