It Help Desk Support

Peraton is currently seeking a IT Help Desk Support to join our team of qualified, diverse individuals. The qualified applicant will become part of Peraton’s HHS OIG Information Technology Service Desk Support and Engineering Services Program. The IT Service Desk Technician provides technical assistance to HHS-VIP and HHS users, answers questions; resolves computer problems for clients in person, or via telephone or electronically; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. This position is onsite, with travel as needed that supports, HHS OCIO VIPs that are virtual and in-office (New York NY).

What you’ll do:

• Provide prompt referrals and escalations to an appropriate IT support service option.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Provide responsive, reliable, and consistent service delivery. Provide IT services that appropriately respond to the time-sensitive needs of customers,
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Alerts management to recurring problems and patterns of problems. Respond to and diagnoses problems through discussion with users.
• Identify, research, and resolve technical problems.
• Follow a set work schedule as assigned by management.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases.
• Respond to live telephone calls, email and personnel requests for technical support.
• Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
• Simulate or recreate user problems to resolve operating difficulties.
• Provide support to end users on a variety of issues related to applications and web applications.
• Document, track, and monitor the problem to ensure a timely resolution.
• Recommend systems modifications to reduce user problems.

Required Qualifications:

• Minimum of 2 years of experience working in a help desk environment with ServiceNow tools.
• Bachelor's degree with 4 + years or High School diploma with 8-10 years of relevant experience.
• Must be a US Citizen and have the ability to obtain and maintain a (T4) position of Public Trust Clearance.

Preferred Qualifications:

• Must have great oral and written communication skills.
• Ability to effectively work independently and as a member of a team.
• Experience MS Office Suite, including Outlook, Word, Excel, and PowerPoint
• Prior experience with HHS and/or the Office of Inspector General customer, is a plus.
• Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.