Service Desk Engineer

Service Desk Engineer
Company:

Peraton


Details of the offer

Responsibilities
We are hiring Service Desk Engineers supporting on program in Colorado Springs, Colorado.

Provides Service Desk Engineering technical support and analysis to field engineers and customers. Provides technical advice and guidance on installation, adaptation, configuration, or enhancement of technical products, programs, and systems. Manages Service Desk queues, identifies trends, provides improvement plans and resolves tickets. Provides expertise for the resolution of technical problems, troubleshoots issues, responds to or updates to elevated Service Desk tickets.

The enterprise service desk engineers are responsible for:

Receiving escalated incident tickets

Creating incident tickets

Tracking incident tickets

Routing incident tickets to the proper group

Incident troubleshooting and resolution management

Identifying problems and initiating root cause analysis

Escalating tickets to subject matter experts (SMEs) for advanced troubleshooting

Resolving incidents using internal subject matter experts (SMEs) and OEM SMEs

Assisting with reactive and proactive Problem Management

Support Change/Asset Management as required, via ticketing processes.

Interfacing and escalating with various levels of customer NOS, MRT, IRT personnel to jointly troubleshoot.

Support pre-system acceptance testing scenarios (SAT).

The user base supported is the network and end user devices, ensuring stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.

Customer experience is key and thus the service desk engineers may provide training to customers. All work is performed inside enclave located on an active military base, no Travel is required. Service Desk engineers will partner and build relationships with internal developers and engineers to reduce reoccurring incidents. General types of tickets involve requests for assistance with installation, operation, configuration, customization and usage of designated systems and services.

Qualifications
High School level plus some specialized training; Minimum of 5 years

What you'll need:

CompTIA Sec+ certification active

Active DoD Secret Clearance

Service Desk (Remedy or SNOW experience) - 5+ years

Proven customer support and ability to troubleshoot complex environments

Experience with team leadership and mentoring

Windows OS 5+ years

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.

Target Salary Range $51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
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Source: Grabsjobs_Co

Requirements

Service Desk Engineer
Company:

Peraton


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