ResponsibilitiesWe are seeking a highly skilled and experienced member to join our Technical Support team. This position will require the candidate to work closely with government customers, contractor Project Lead, Information Systems Security Officer (ISSO), Application Vendor, and Application End Users. The candidate must have experience in system monitoring and troubleshooting. The role demands an individual who is proactive, detail-oriented, and capable of working independently while adhering to customer requirements and timelines.
Duties and Responsibilities:
- Collaborate closely with government customers, contractor Project Lead, ISSO, Application Vendor, and Application End Users.
- Perform daily system monitoring and monthly tasks.
- Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
- Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
- Respond promptly to system issues by troubleshooting and resolving them through a ticketing tracking system. In certain circumstances, report to customer location during off-hours for issue resolution.
- Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
- Coordinates customer service activities with other internal functions.
- Assists users with software applications (e.g., website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
- Create or update documentation related to system operations and processes, ensuring clarity and simplicity.
Qualifications
Required Qualifications:
- TS/SCI clearance with polygraph adjudication or the ability to obtain SCI clearance and pass a polygraph.
- Bachelor's degree in a related field with 8+ years of relevant experience. Alternatively, 4 additional years of relevant experience may be considered in lieu of degree.
- Minimum 8 years of experience with PeopleSoft Technical Support.
- Proven ability to install, configure, and maintain systems per project specifications.
- Strong troubleshooting and debugging skills for server-based applications and IT infrastructure components.
- Ability to perform occasional after-hours tasks.
- Ensure proper documentation of system operation and maintenance procedures.
- Perform performance monitoring and provide issue documentation, including recommendations to management.
Desired Qualifications:
- Ability to work well in a team environment.
- Anticipate and address potential issues proactively.
Peraton offers enhanced benefits to employees working on this critical National Security program, which include heavily subsidized employee benefits coverage for you and your dependents, 25 days of PTO accrued annually up to a generous PTO cap and eligible to participate in an attractive bonus plan
Target Salary Range$104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
