Help Desk Lead TSSCI wPoly

The team is looking for a Help Desk Lead who can:

• Manage project help desk Jira tickets from customers seeking product support.
• Provide support for a suite of Data Management tools including user access management change requests and real-time troubleshooting of technical issues.
• Collaborate with system engineers software engineers and external application teams to drive timely issue resolution.
• Document reported issues and change requests in Jira across multiple network platforms.
• Create update and maintain both internal and customer-facing documentation in Confluence.
• Manage the full lifecycle of Jira tickets including prioritization assignment tracking follow-up and closure.
• Coordinate software deployments system upgrades and security patches.
• Participate in internal and customer meetings to provide updates gather requirements and ensure alignment on priorities.
• Generate and deliver weekly and monthly performance incident and operational metrics.

#MDFSP

• 14 years of experience as an SE in programs and contracts of similar scope type and complexity are required. Demonstrated experience in planning and leading Systems Engineering efforts is required. Bachelors degree in System Engineering Computer Science Information Systems Engineering Science Engineering Management or related discipline from an accredited college or university is required. Five (5) years of additional SE experience may be substituted for a bachelors degree.
• Demonstrated ability to operate as a self-starter with strong verbal and written communication skills capable of conveying complex concepts effectively to customers and end users
• Provide support to IT systems including day-to-day operations monitoring and troubleshooting across client devices; deliver Tier 1 (Help Desk) and Tier 2 (escalation) support for problem identification diagnosis and resolution while ensuring timely escalation and clear communication of status to agency management and internal customers
• Experience with Jira and Confluence
• TS/SCI clearance with polygraph clearance required

#MPOJobs

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.