We Are Hiring! We are seeking a motivated and detail-oriented Service Desk Agent to join our IT support team. This is an excellent opportunity for individuals looking to build or grow their career in IT support within a fast-paced 24x7x365 operational environment. You will play a key role in delivering first-level technical support ensuring timely incident resolution and maintaining high levels of customer satisfaction.
This position is fully remote and open to candidates in any geographic location. However preference will be given to individuals based near Dallas TX due to proximity to one of the banks locations.
The Service Desk Agent provides Level 1 IT support by handling service requests and resolving incidents through phone email and monitoring tools. This role requires strong communication skills attention to detail and the ability to follow established incident management processes.
Key Responsibilities:
Customer Support
Provide first-level IT support via phone email and monitoring systems
Handle inbound and outbound calls professionally
Ensure timely review and response to Service Desk mailbox requests
Maintain proper phone login/logout compliance during assigned shifts
Incident & Service Request Management
Create update and manage incident tickets throughout their lifecycle
Classify prioritize and escalate incidents per established procedures
Ensure accuracy and completeness of ticket data (categorization assignment resolution details)
Perform proactive outreach for incidents nearing SLA deadlines
Confirm resolution and conduct quality checks before closing tickets
Monitoring & Escalation
Monitor alerts using Operation Bridge Manager (OBM)
Follow documented instructions for alert response
Escalate high-priority incidents using defined procedures
Utilize Everbridge tools for escalation and communication
Document all escalation actions within incident records
Reporting & Documentation
Create and distribute daily operational reports
Follow standardized work instructions from internal knowledge bases and SharePoint
Identify and communicate opportunities for process improvements
Remote Work Responsibilities
Adhere to all remote work protocols and procedures
Use Avaya soft phone and Microsoft Teams for communication and collaboration
Manage bridge lines and call transfers effectively
Handle elevated access requests and password resets with proper ticket documentation
Onsite Support (if applicable)
Provide onsite support for remote personnel (location-dependent)
Assist with vendor/LEU escorts tape management and shipping/receiving
Conduct data center walkthroughs and support hardware installations/removals
Manage secure access procedures
Qualifications
Basic Qualifications:
High School level plus some advanced training; Minimum of 3 years
At least 3 years of Service Desk or IT support experience
This role requires working a night shift from 8:00 PM to 8:00 AM ET (7:00 PM to 7:00 AM CT 6:00 PM to 6:00 AM MT)
Experience with incident ticketing and event management systems
Proficiency in Microsoft Office (Word Excel Outlook PowerPoint)
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Must be a US Citizen
Must be able to obtain and maintain the required agency clearance
Preferred Qualifications:
Active Public Trust
ITIL Foundation certification preferred
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
$39000 - $62000. This represents the typical salary range for this position. Salary is determined by various factors including but not limited to the scope and responsibilities of the position the individuals experience education knowledge skills and competencies as well as geographic location and business and contract considerations. Depending on the position employees may be eligible for overtime shift differential and a discretionary bonus in addition to base pay.
EEO
EEO: Equal opportunity employer including disability and protected veterans or other characteristics protected by law.
Required Experience:
Unclear Seniority
ResponsibilitiesWe Are Hiring! We are seeking a motivated and detail-oriented Service Desk Agent to join our IT support team. This is an excellent opportunity for individuals looking to build or grow their career in IT support within a fast-paced 24x7x365 operational environment. You will play a key...
Responsibilities
We Are Hiring! We are seeking a motivated and detail-oriented Service Desk Agent to join our IT support team. This is an excellent opportunity for individuals looking to build or grow their career in IT support within a fast-paced 24x7x365 operational environment. You will play a key role in delivering first-level technical support ensuring timely incident resolution and maintaining high levels of customer satisfaction.
This position is fully remote and open to candidates in any geographic location. However preference will be given to individuals based near Dallas TX due to proximity to one of the banks locations.
The Service Desk Agent provides Level 1 IT support by handling service requests and resolving incidents through phone email and monitoring tools. This role requires strong communication skills attention to detail and the ability to follow established incident management processes.
Key Responsibilities:
Customer Support
Provide first-level IT support via phone email and monitoring systems
Handle inbound and outbound calls professionally
Ensure timely review and response to Service Desk mailbox requests
Maintain proper phone login/logout compliance during assigned shifts
Incident & Service Request Management
Create update and manage incident tickets throughout their lifecycle
Classify prioritize and escalate incidents per established procedures
Ensure accuracy and completeness of ticket data (categorization assignment resolution details)
Perform proactive outreach for incidents nearing SLA deadlines
Confirm resolution and conduct quality checks before closing tickets
Monitoring & Escalation
Monitor alerts using Operation Bridge Manager (OBM)
Follow documented instructions for alert response
Escalate high-priority incidents using defined procedures
Utilize Everbridge tools for escalation and communication
Document all escalation actions within incident records
Reporting & Documentation
Create and distribute daily operational reports
Follow standardized work instructions from internal knowledge bases and SharePoint
Identify and communicate opportunities for process improvements
Remote Work Responsibilities
Adhere to all remote work protocols and procedures
Use Avaya soft phone and Microsoft Teams for communication and collaboration
Manage bridge lines and call transfers effectively
Handle elevated access requests and password resets with proper ticket documentation
Onsite Support (if applicable)
Provide onsite support for remote personnel (location-dependent)
Assist with vendor/LEU escorts tape management and shipping/receiving
Conduct data center walkthroughs and support hardware installations/removals
Manage secure access procedures
Qualifications
Basic Qualifications:
High School level plus some advanced training; Minimum of 3 years
At least 3 years of Service Desk or IT support experience
This role requires working a night shift from 8:00 PM to 8:00 AM ET (7:00 PM to 7:00 AM CT 6:00 PM to 6:00 AM MT)
Experience with incident ticketing and event management systems
Proficiency in Microsoft Office (Word Excel Outlook PowerPoint)
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Must be a US Citizen
Must be able to obtain and maintain the required agency clearance
Preferred Qualifications:
Active Public Trust
ITIL Foundation certification preferred
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
$39000 - $62000. This represents the typical salary range for this position. Salary is determined by various factors including but not limited to the scope and responsibilities of the position the individuals experience education knowledge skills and competencies as well as geographic location and business and contract considerations. Depending on the position employees may be eligible for overtime shift differential and a discretionary bonus in addition to base pay.
EEO
EEO: Equal opportunity employer including disability and protected veterans or other characteristics protected by law.
Peraton provides innovative solutions for the most sensitive and critical programs in government today, developed and executed by scientists, engineers, and other experts.
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