Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees do the cant be done, solving the most daunting challenges facing our customers.

Qualifications

Requires US Citizenship and an active SECRET Government Security Clearance

Requires 2 to 4 years with BS/BA or 0 to 2 years with MS/MA/MBA or 8 to 10 years with no degree.
Understanding and experience working with the Federal Acquisition Regulations (FAR), Contractor Purchasing System Review (CPSR)
Eexperience work in an ITIL Service Desk. Experience leading daily operations within a 24/7 environment a plus.
Must have strong attention to detail and able to identify trends.
Must be able to work independently, achieve productivity goals, and manage ones time.
Strong written and verbal communication skills.
Knowledgeable with SAFe Agile practices and tools.
Experience with Service Now or similar customer relationship management and/or ticket logging systems.
Experience identifying problem areas and recommending improvement to management and developing teams.
Technical acumen in MS Teams, Office 365, ITIL, ITSM, Active Directory, Windows Servers, VPN, and Network/Sys Ops.

Responsibilities

Responsible for the daily operations of the Team Leads and Service Desk team. Oversees all daily activities with the Team Chat and coordinates operational activities for leadership and the client. Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services. Uses technical acumen to analyze routine situations. Reviews incoming requests, outage notifications, and client request to prioritize for prompt action. Resolves problems or contacts more senior technical support as necessary. Ensure follow-up by shift leads and provides support as needed. Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available. Supervises, coordinates, provides leadership to and reviews the work of assigned staff. Estimates staffing needs, assigns work, recommends candidates for employment, makes recommendations for termination, conducts performance evaluations and salary reviews for assigned staff and is responsible for the application of company policies Plans, conducts and supervises assignments, generally involving larger and more important projects or multiple projects. Evaluates and determines changes in methods or procedures in assigned area of responsibility. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Responsibilities:

Assist Service Desk Manager by leading the service desk to cover 24x7x7, including weekends and on-call as needed. Must be dedicated and flexible with work schedule.
Assist in the implementation of policies and procedures regarding how problems are identified, received, documented, distributed, and corrected by the Consular Affairs Service Desk
Provide leadership assistance, guidance and coaching to other staff members and intervenes when necessary to aid staff in resolving issues.
Perform weekly meetings with staff to go over current issues as instructed by the Service Center Leader and Service Desk Managers.
Ensures knowledge base/FAQ/training are update with identified solutions to common issues.
Utilize the Knowledge Base to research, analyze, and resolve software, network, and hardware issues received by phone, email, chat, tracking via Remedy and ServiceNow ticketing systems
Coordinate with internal and external customers as needed
Assist users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
Queue tickets to field technicians and various departments
Grants the role of Active Directory Admin role and perform account modifications along with resetting passwords and unlocking accounts
Manage and monitor deployment of COTS software/hardware requests
Provides supervisory coverage on weekends and willing to work holidays, as necessary
Ability to multi-task and prioritize follow-up