Peraton
Customer Technical Support Representative 5 (SCA)
Peraton, San Antonio, Texas, United States, 78208
Overview
Customer Technical Support Representative 5 (SCA) at Peraton. Join to apply for the Customer Technical Support Representative 5 (SCA) role at Peraton. About Peraton: 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. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Visit peraton.com to learn how we're keeping people around the world safe and secure. Responsibilities
Provide support to Tier 1 Desktop Analysts, mentoring and assisting with desktop issue resolution Enforce adherence to Service Desk policies and procedures Promote a positive team environment and seamless communication within the Service Desk Interact with various 3rd party support groups to escalate/resolve Incidents and Problems Display and promote a professional sense of urgency Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement Manage contacts with customers, direct reports, peers, and independent vendors Participate in Incident auditing activities Ensure smooth transition of new/improved services to Service Operation Coordinate with Training personnel to identify new/remedial App Support training needs Participate in the Management of Change (MoC) Work special projects as required. Maintain all area documentation Qualifications
Required qualifications: HS 5-6 years of experience is required Must be U.S citizen Ability to obtain Department of Defense security clearance (ADP II Public Trust) IM/IT support experience (or related relevant experience) Security+ Certified Microsoft Certified IT Professional (MCP) preferred to start or must obtain within 90 to 120 days Must have (or be able to obtain) ITIL 4 Foundations Certification Proven project management skills in setting priorities to meet project deadlines Proven knowledge of Service Desk support environments Desireable qualifications: Strong customer service and communications skills, both oral and written Strong critical thinking skills that facilitate service delivery methodology innovation Proven project management skills in setting priorities to meet project deadlines Strong knowledge of Service Desk support environments Strong analytical, presentation, and problem-solving skills Experience mentoring personnel Ability to establish a solid working relationship with customer, staff, managers and peers Proven technical competency in: Microsoft Office Products (Word, Excel, PowerPoint, Outlook); Microsoft Visio and Project; ServiceNow experience; HDI certification preferred Compensation & Benefits
Target Salary Range: $66,000 - $106,000. Salary is determined by factors including scope and responsibilities, experience, education, knowledge, skills, and geographic location. May include overtime, shift differential, and discretionary bonus where applicable. EEO:
Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law. Job Details
Seniority level: Not Applicable Employment type: Full-time Job function: Information Technology Industries: Civil Engineering Get notified about new Technical Support Representative jobs in San Antonio, TX. Note: This description reflects the core responsibilities, qualifications, and expectations for the role as presented in the original content.
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Customer Technical Support Representative 5 (SCA) at Peraton. Join to apply for the Customer Technical Support Representative 5 (SCA) role at Peraton. About Peraton: 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. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Visit peraton.com to learn how we're keeping people around the world safe and secure. Responsibilities
Provide support to Tier 1 Desktop Analysts, mentoring and assisting with desktop issue resolution Enforce adherence to Service Desk policies and procedures Promote a positive team environment and seamless communication within the Service Desk Interact with various 3rd party support groups to escalate/resolve Incidents and Problems Display and promote a professional sense of urgency Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement Manage contacts with customers, direct reports, peers, and independent vendors Participate in Incident auditing activities Ensure smooth transition of new/improved services to Service Operation Coordinate with Training personnel to identify new/remedial App Support training needs Participate in the Management of Change (MoC) Work special projects as required. Maintain all area documentation Qualifications
Required qualifications: HS 5-6 years of experience is required Must be U.S citizen Ability to obtain Department of Defense security clearance (ADP II Public Trust) IM/IT support experience (or related relevant experience) Security+ Certified Microsoft Certified IT Professional (MCP) preferred to start or must obtain within 90 to 120 days Must have (or be able to obtain) ITIL 4 Foundations Certification Proven project management skills in setting priorities to meet project deadlines Proven knowledge of Service Desk support environments Desireable qualifications: Strong customer service and communications skills, both oral and written Strong critical thinking skills that facilitate service delivery methodology innovation Proven project management skills in setting priorities to meet project deadlines Strong knowledge of Service Desk support environments Strong analytical, presentation, and problem-solving skills Experience mentoring personnel Ability to establish a solid working relationship with customer, staff, managers and peers Proven technical competency in: Microsoft Office Products (Word, Excel, PowerPoint, Outlook); Microsoft Visio and Project; ServiceNow experience; HDI certification preferred Compensation & Benefits
Target Salary Range: $66,000 - $106,000. Salary is determined by factors including scope and responsibilities, experience, education, knowledge, skills, and geographic location. May include overtime, shift differential, and discretionary bonus where applicable. EEO:
Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law. Job Details
Seniority level: Not Applicable Employment type: Full-time Job function: Information Technology Industries: Civil Engineering Get notified about new Technical Support Representative jobs in San Antonio, TX. Note: This description reflects the core responsibilities, qualifications, and expectations for the role as presented in the original content.
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