Technical Support, Lead Associate

Position Overview

The Tier 2 Service Desk Technician provides advanced technical support to end users resolving issues that require deeper expertise than Tier 1 can provide. This role focuses on deskside support hardware troubleshooting software assistance and network problem resolution. The technician will work closely with internal teams to ensure timely and effective issue resolution while maintaining a high standard of customer service.

Key Responsibilities
Provide deskside support for PC hardware peripherals printers and related equipment
Troubleshoot and resolve issues with Windows operating systems and Microsoft Office applications
Support mobile devices including iPads and iPhones with configuration connectivity and application issues
Diagnose and resolve intermediate to advanced network connectivity problems
Handle and resolve incidents escalated from the Tier 1 Service Desk
Document troubleshooting steps resolutions and recommendations in the ticketing system
Collaborate with IT staff to identify recurring issues and recommend long term solutions
Maintain a strong customer service focus while working directly with end users
Assist with hardware deployments upgrades and system imaging as needed

Required Qualifications
5 years with BS/BA; 3 years with MS/MA; 0 years with PhD 9 years with a HS Diploma
Strong technical troubleshooting and problem solving skills
Experience supporting Windows environments and Microsoft Office applications
Hands-on experience with PC hardware repair and peripheral device support
Familiarity with iOS devices (iPad/iPhone) and mobile device management basics
Excellent communication and customer service skills
PC hardware certification such as CompTIA A
Experience with network troubleshooting (LAN/WAN TCP/IP Wi-Fi)
Prior Tier 2 or advanced technical support experience
Ability to obtain and maintain a Department of Energy (DOE) security clearance
Must be a US Citizen.

Additional Requirements
Ability to lift and move computer equipment as needed
Willingness to work on-site and respond to deskside support requests
Strong attention to detail and ability to follow established procedures

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.