Customer Technical Support Specialist

$39,000 - $62,000/Yr

Peraton - Springfield, VA

Full-time - Entry Level

Springfield, VA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Customer Technical Support Specialist at Peraton is responsible for providing advanced technical support and guidance to customers, specifically at the TSA Headquarters in Springfield, VA. This role involves troubleshooting complex technical issues, ensuring system stability, and collaborating with developers and engineers to enhance product support. The position requires on-site work and focuses on delivering high-quality service to meet customer needs effectively.

Responsibilities

• Perform Tier III problem resolution via telephone and in person with users.
• Walk users through troubleshooting steps to determine the nature and priority of problems.
• Provide expertise for the resolution of technical problems and modify products to meet customer requirements.
• Offer second-tier technical support for the installation and repair of complex systems and outages.
• Review system configurations to ensure successful implementation of services into production.
• Maintain system stability through advanced analytical techniques and proactive maintenance.
• Partner with developers and engineers to reduce recurring incidents.
• Provide consultative assistance during off hours as needed.
• Assist in developing continuous process improvement for support tools and troubleshooting techniques.
• Collaborate with R&D in testing and optimizing product support techniques and tools.
• Communicate issues to appropriate internal personnel and determine the effectiveness of known solutions.
• Organize support priorities and escalate issues to the appropriate specialist as necessary.

Requirements

• Bachelor's degree and 0 years' experience, or Associate's degree and 2 years' experience, or High School diploma/equivalent and 4 years' experience.
• U.S. Citizenship required; ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Experience with desk-side IT support and supporting various IT technologies (Laptops, Mobile devices, etc.).
• Ability to work independently with minimal supervision and prioritize workload effectively.
• Experience in a professional security environment managing multiple tasks and prioritizing customer requests.
• Strong communication skills to interact professionally with senior executive government staff.

Nice-to-haves

• Relevant DHS focused experience.
• A+ Certification.
• Network+ Certification.
• Cisco & Microsoft Certifications.
• ITIL4 Certification.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.

Benefits

• Paid parental leave
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Vision insurance