IT Support Administrator

Peraton is currently seeking a IT Support Administrator to join our team of qualified diverse individuals. The qualified applicant will become part of Peratons HHS OIG Information Technology Service Desk Support and Engineering Services Program. The IT Support Administrator provides technical assistance to HHSVIP and HHS users answers questions; resolves computer problems for clients in person or via telephone or electronically; provides assistance concerning the use of computer hardware and software including printing installation word processing electronic mail and operating systems. This position is remote with onsite travel as needed that supports HHS OCIO VIPs that are virtual (Miami).

What youll do:

• Provide responsive reliable and consistent service delivery.
  Provide IT services that appropriately respond to the timesensitive needs of customers
• Provide prompt referrals and escalations to an appropriate IT support service option.
• Meet all Service Level Agreements (SLAs) including but not limited to speed to answer first contact resolution and limits on aged tickets.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware software network and telecommunications systems.
• Diagnoses identifies isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.
  Respond to and diagnoses problems through discussion with users.
• Ensures timely process through which problems are controlled. Includes problem recognition research isolation resolution and followup steps.
• Provide support to end users on a variety of issues related to applications and web applications.
• Identify research and resolve technical problems.
• Respond to telephone calls email and personnel requests for technical support.
• Document track and monitor the problem to ensure a timely resolution.
• Interact with network services software systems engineering and/or applications development to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties.
  Recommend systems modifications to reduce user problems.

Required Qualifications:

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD or 9 years with High School diploma in lieu of degree
• Minimum of 2 years of experience working in a help desk environment with ServiceNow tools.
• Must be a US Citizen
• Ability to obtain and maintain a Public Trust Clearance.
• Must reside within 50 miles of Miami.

Preferred Qualifications:

• Prior experience with HHS and/or the Office of Inspector General customer is a plus.
• Must have great oral and written communication skills.
• Experience MS Office Suite including Outlook Word Excel and PowerPoint
• Ability to effectively work independently and as a member of a team.
• Must be able to thrive in a fastpaced rapidly evolving environment with varying priorities based on a team building culture.

Peraton is a nextgeneration 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 to learn how were keeping people around the world safe and secure.