Service Desk Support – Tier 2

We are looking for a skilled and proactive Tier 2 Service Desk Representative to join our IT support team. This individual will be responsible for providing advanced technical support to end users troubleshooting complex issues and utilizing Jira for issue tracking reporting and task management. The ideal candidate will have a strong technical background excellent problem-solving skills and a solid understanding of IT systems and processes.

Key Responsibilities:

• Provide Tier 2 support for technical issues escalated from Tier 1 Service Desk focusing on diagnosing and resolving more complex IT problems.
• Use Jira to log track prioritize and manage support tickets for incident resolution and request fulfillment.
• Collaborate with Tier 1 technicians to ensure seamless escalation and resolution of issues.
• Troubleshoot hardware software network and system issues and work toward effective solutions.
• Engage in root cause analysis for recurring incidents working to implement long-term solutions.
• Document and update detailed knowledge base articles and troubleshooting guides within Jira for use by the service desk team and end users.
• Provide customer support via multiple channels including phone email and chat.
• Assist with Jira Service Management workflows and configuration including customizing request types queues and automation rules.
• Work with other IT teams to resolve infrastructure or application-related issues and improve overall system performance.
• Communicate with end users regarding issue resolution service status and expected resolution timelines.
• Ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met by handling requests and incidents in a timely manner.
• Contribute to continuous improvement initiatives by offering feedback and suggestions for enhancing service processes and the Jira-based ticketing system.

• Active Top Secret clearance with SCI eligibilityand ability to obtain a poly.
• 4 years with AS/AA; 2 years with BS/BA; 0 years with MS/MA;6 years with no degree.
• Proficient in Jira Service Management for issue tracking ticket management and workflow customization.
• Knowledge of common operating systems (Windows macOS Linux) and software troubleshooting.
• Familiarity with networking concepts (DNS DHCP TCP/IP VPN) and hardware configurations.
• Ability to work effectively both independently and in a team environment.
• Experience with remote troubleshooting tools and remote desktop software is a plus.
• Experience with other service desk tools or ticketing systems.
• Knowledge of cloud-based services and enterprise applications.
• Experience in Jira Software or Jira Core in addition to Jira Service Management

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 eligibility to participate in an attractive bonus plan.

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 to learn how were keeping people around the world safe and secure.