Description:

Peraton is seeking a Desktop Support Analyst. The Desktop Support Tier 1 Analyst is responsible for providing first-level Service Desk support services to all users of Military Health Systems (MHS) which requires familiarity with the supported applications and desktop support within the MHS environment and hardware and software technical expertise.

Responsibilities:

• First-level support of all inbound calls, generating an Incident for all new issues.
• Accurately logging, ticketing, and tracking/owning all incidents.
• First contact resolution of desktop issues or follow proper escalation procedures
• Provide accurate, timely, and professional resolution on all supported issues.
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough and professional follow-up on all Incidents.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.
• Efficiently and accurately resolving all assigned Incidents.
• Identify and document Incident resolution and support knowledge.
• Timely and accurate completion of all assigned duties.
• Maintain dependable attendance and schedule adherence.

Requirements:

• 4 years of experience with BS Degree in Computer Science, MIS, or related field/equivalent experience, 9 years in lieu of degree.
• Ability to obtain Public Trust Clearance
• Must be available for shift work 24/7, including holidays
• Must have IAT II cert ( any of the following CCNA-Security, CySA , GICSP, GSEC, Security CE, CND)
• Hardware/software maintenance skills
• Proficient with Windows 10/11 operating system
• Familiar with Service Desk support methodology
• Familiar with ITIL
• Experienced in the use of remote access applications
• The ability to effectively communicate technical matters to a non-technical audience
• Ability to multitask while staying focused in a fast-paced competitive environment
• Proficient with Microsoft Office
• Knowledge of mobile devices
• Able to work in a team environment
• Able to resolve technical issues within the policies and guidelines provided
• Excellent customer service skills

Desired:

• 2 to 3 years of recent experience in a help desk/desktop support environment
• HDI certification preferred
• ServiceNow experience is a plus
• Relevant technical certifications preferred
• Microsoft Certified IT Professional (MCP)
• Strong critical thinking skills that facilitate expedient problem solving
• Strong communication skills

Benefits:

At Peraton, our benefits are designed to help keep you at your best, beyond the work you do with us daily. We are 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

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 worlds 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 cant be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how were keeping people around the world safe and secure.