Peraton
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Tier II Service Desk Specialist
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Peraton 1 week ago Be among the first 25 applicants Join to apply for the
Tier II Service Desk Specialist
role at
Peraton Get AI-powered advice on this job and more exclusive features. About Peraton
Check below to see if you have what is needed for this opportunity, and if so, make an application asap.
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. 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. 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.
Program Overview
About The Role
Peraton is seeking a detail-oriented and customer-focused
Tier II Service Desk Specialist
to join our support team. The selected candidate will be responsible for delivering high-quality incident and problem response services in accordance with established Service Level Agreements (SLAs), using ITIL best practices.
This role requires coordination with Systems Administration and Network Engineering teams and includes on-site support during core hours and on-call availability after hours. The Service Desk Specialist will log, track, and manage all incidents and service requests using the service management software provided by the customer.
The ideal candidate is the first line of support for users seeking assistance with hardware, software, and network-related issues. This role is responsible for providing timely and effective troubleshooting, resolving technical issues, and ensuring a positive user experience. The Help Desk Technician will document requests, escalate complex issues when necessary, and contribute to maintaining system performance and end-user satisfaction.
Location:
Washington, D.C
Day to Day Roles and Responsibilities:
Provide Tier 2 support for IT incidents and service requests via phone, in-person, and service management software Accurately log all incidents and requests received by phone into the system for tracking and reporting Follow defined procedures and ITIL best practices in all service desk operations Monitor, acknowledge, and respond to incidents based on severity classifications: Critical, Priority, and Routine Meet response, on-site, and resolution time requirements as defined by the customer Work closely with engineering and administration teams to escalate and resolve complex issues Maintain accurate, up-to-date incident records and communicate status and updates to stakeholders Ensure service continuity through implementation of workarounds or mitigations when full resolution is not immediately possible Provide monthly personnel availability schedules and contact information to leadership for both core hours and surge/after-hours support Participate in incident trend analysis and continuous improvement initiatives Comply with physical access, coordination, and equipment replacement procedures as required
Qualifications
Basic Qualifications:
High school diploma and 5+ years of IT Service Desk experience. U.S. Citizenship required; must have an active Secret clearance. Familiarity with ITIL framework and incident management best practices. Proficiency in using service management and ticketing systems (e.g., ServiceNow, Remedy). Strong communication, problem-solving, and customer service skills. Ability to work on-site during core hours and participate in on-call rotation for after-hours support. Experience supporting Windows OS, networked devices, printers, and user account management.
SCA / Union / Intern Rate or Range
Details
Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.Seniority level
Seniority levelNot Applicable Employment type
Employment typeFull-time Job function
Job functionInformation Technology IndustriesCivil Engineering Referrals increase your chances of interviewing at Peraton by 2x Get notified about new Service Desk Specialist jobs in
Washington, DC . IT Service Desk Specialist - SECRET clearance required Washington, DC $65,000.00-$80,000.00 1 month ago Service Desk Analyst I (2+ years exp.)- Fairfax CountyService Desk Analyst II ( 2+ years exp.)- Fairfax County Reston, VA $80,000.00-$128,000.00 8 minutes ago OCTO - DCPS Helpdesk Specialist Entry Level Washington, DC $51,000.00-$82,000.00 6 days ago IT Service Desk Specialist - TOP SECRET clearance required Vienna, VA $65,000.00-$90,000.00 1 month ago IT Service Desk Specialist - SECRET clearance required Washington, DC $51,000.00-$82,000.00 1 week ago Reston, VA $86,000.00-$138,000.00 32 minutes ago Suitland, MD $54,000.00-$98,000.00 3 weeks ago Gaithersburg, MD $34,450.00-$62,275.00 3 weeks ago Service Desk Analyst III (5+ years exp.)- Fairfax County Reston, VA $104,000.00-$166,000.00 17 minutes ago Service Desk Technician (Intermediate-Level) Adelphi, MD $41,000.00-$69,000.00 5 days ago Annapolis Junction, MD $119,000.00-$141,000.00 1 week ago Arlington, VA $49,000.00-$50,000.00 3 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Tier II Service Desk Specialist
role at
Peraton 1 week ago Be among the first 25 applicants Join to apply for the
Tier II Service Desk Specialist
role at
Peraton Get AI-powered advice on this job and more exclusive features. About Peraton
Check below to see if you have what is needed for this opportunity, and if so, make an application asap.
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. 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. 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.
Program Overview
About The Role
Peraton is seeking a detail-oriented and customer-focused
Tier II Service Desk Specialist
to join our support team. The selected candidate will be responsible for delivering high-quality incident and problem response services in accordance with established Service Level Agreements (SLAs), using ITIL best practices.
This role requires coordination with Systems Administration and Network Engineering teams and includes on-site support during core hours and on-call availability after hours. The Service Desk Specialist will log, track, and manage all incidents and service requests using the service management software provided by the customer.
The ideal candidate is the first line of support for users seeking assistance with hardware, software, and network-related issues. This role is responsible for providing timely and effective troubleshooting, resolving technical issues, and ensuring a positive user experience. The Help Desk Technician will document requests, escalate complex issues when necessary, and contribute to maintaining system performance and end-user satisfaction.
Location:
Washington, D.C
Day to Day Roles and Responsibilities:
Provide Tier 2 support for IT incidents and service requests via phone, in-person, and service management software Accurately log all incidents and requests received by phone into the system for tracking and reporting Follow defined procedures and ITIL best practices in all service desk operations Monitor, acknowledge, and respond to incidents based on severity classifications: Critical, Priority, and Routine Meet response, on-site, and resolution time requirements as defined by the customer Work closely with engineering and administration teams to escalate and resolve complex issues Maintain accurate, up-to-date incident records and communicate status and updates to stakeholders Ensure service continuity through implementation of workarounds or mitigations when full resolution is not immediately possible Provide monthly personnel availability schedules and contact information to leadership for both core hours and surge/after-hours support Participate in incident trend analysis and continuous improvement initiatives Comply with physical access, coordination, and equipment replacement procedures as required
Qualifications
Basic Qualifications:
High school diploma and 5+ years of IT Service Desk experience. U.S. Citizenship required; must have an active Secret clearance. Familiarity with ITIL framework and incident management best practices. Proficiency in using service management and ticketing systems (e.g., ServiceNow, Remedy). Strong communication, problem-solving, and customer service skills. Ability to work on-site during core hours and participate in on-call rotation for after-hours support. Experience supporting Windows OS, networked devices, printers, and user account management.
SCA / Union / Intern Rate or Range
Details
Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.Seniority level
Seniority levelNot Applicable Employment type
Employment typeFull-time Job function
Job functionInformation Technology IndustriesCivil Engineering Referrals increase your chances of interviewing at Peraton by 2x Get notified about new Service Desk Specialist jobs in
Washington, DC . IT Service Desk Specialist - SECRET clearance required Washington, DC $65,000.00-$80,000.00 1 month ago Service Desk Analyst I (2+ years exp.)- Fairfax CountyService Desk Analyst II ( 2+ years exp.)- Fairfax County Reston, VA $80,000.00-$128,000.00 8 minutes ago OCTO - DCPS Helpdesk Specialist Entry Level Washington, DC $51,000.00-$82,000.00 6 days ago IT Service Desk Specialist - TOP SECRET clearance required Vienna, VA $65,000.00-$90,000.00 1 month ago IT Service Desk Specialist - SECRET clearance required Washington, DC $51,000.00-$82,000.00 1 week ago Reston, VA $86,000.00-$138,000.00 32 minutes ago Suitland, MD $54,000.00-$98,000.00 3 weeks ago Gaithersburg, MD $34,450.00-$62,275.00 3 weeks ago Service Desk Analyst III (5+ years exp.)- Fairfax County Reston, VA $104,000.00-$166,000.00 17 minutes ago Service Desk Technician (Intermediate-Level) Adelphi, MD $41,000.00-$69,000.00 5 days ago Annapolis Junction, MD $119,000.00-$141,000.00 1 week ago Arlington, VA $49,000.00-$50,000.00 3 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr