Tier 3 Technical Support Representative
Tier 3 Technical Support Representative
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$ 66000 - 106000
1 Vacancy
Job Description
Responsibilities
Peraton is seeking an experienced Tier 3 Technical Support personnel member that will provide advanced on-site technical support services including direct interaction with executive-level staff and office leadership. These services are essential for resolving complex technical issues performing installations and maintaining optimal system functionality across House offices.
Location: Onsite in Washington D.C.
Shift Schedule: 8:00 AM and 6:30 PM (EST) on Mondays through Friday (Except holidays observes by the House)
Day to Day Roles and Responsibilities:
- Provide professional high-level technical support to executive customers and management particularly in urgent or emergency situations.
- Deliver on-site support for mobile devices hardware installation software configuration and troubleshooting.
- Assist House offices in installing configuring and using House-supported software and applications.
- Decommission devices by wiping Macs iPhones and iPads.
- Contribute to the development of user-facing documentation and installation guides.
- Maintain and expand a comprehensive knowledge base of commonly used software hardware and accessories (e.g. USB cameras conferencing peripherals used with Microsoft Teams etc.).
- Offer consulting services to House offices on best practices system usage and technology recommendations.
- Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise.
- Perform user data migration tasks upon request ensuring data integrity and security.
- Create and deploy system images for computers and laptops to streamline setup and deployment processes.
- Perform mobile device and endpoint management console support (AirWatch BigFix Apple Business Manager Workspace ONE Intune Jamf).
- Configure workstations to meet user requirements including profile setup printer configuration dual monitor setups and other peripheral installations as needed.
- Use PowerShell and Power BI to create custom reports as needed
- Use PowerShell to automate maintenance processes as needed.
Additional Expectations:
- Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.
- Demonstrate flexibility and responsiveness in a fast-paced customer-focused environment.
- Perform other official duties as assigned.
Qualifications
Basic Qualifications:
- High School Diploma and 5 years of experience
- U.S. Citizenship is required with the ability to obtain a Public Trust
- Proven ability to configure and troubleshoot commercial off-the-shelf (COTS) hardware and software including desktops laptops (PC and Mac) mobile devices printers and other peripherals
- Intermediate to advanced knowledge of Windows macOS iOS and Android operating systems
- Foundational understanding of the physical network and application layers with the ability to use TCP/IP tools and protocol commands to diagnose and resolve issues
- Strong customer service and communication skills with a professional demeanor when supporting executive-level users and senior leadership
- Ability to operate effectively in fast-paced environments and meet tight deadlines
- Experience conducting business and systems analysis to assess and resolve end-user issues
- At least 1 year of experience supporting:
- macOS
- Remote access tools such as Cisco AnyConnect
- VPN and secure remote connectivity (RSA SecurID experience is a plus)
- At least 3 years of experience in the following areas:
- IT Call Center or Service Desk support
- Active Directory user and account administration
- Microsoft Windows 10 and Office 365 application support
- Support for iOS and Android mobile operating systems
- Microsoft Office 365 ProPlus SharePoint and Exchange Online
- Mobile Device Management (MDM) tools such as JAMF Apple Business Manager (ABM) Workspace ONE or Microsoft Intune
- 5 years of experience using enterprise IT service management systems such as BMC Helix (Remedy) for incident change or knowledge management
- 5 years of advanced-level experience with Windows macOS iOS and Android operating systems
- 5 years of experience supporting Microsoft Windows and Office 365 applications
- 5 years of Active Directory user and account administration
- 3 years of experience supporting users through remote access tools
- 3 years of experience supporting secure remote connectivity including VPN
- Ability to lift and move up to 50 pounds of IT equipment for on-site hardware support
Preferred Qualifications (Not Required):
- CompTIA certifications such as A Network or Security
- Microsoft 365 Certification
- ITIL Foundation Certification
- Degree in Information Technology or a related field
- Other industry-recognized IT certifications
Peraton Overview
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.
Target Salary Range
EEO
Required Experience:
Unclear Seniority
Employment Type
Full-Time
