Customer Technical Support Supervisor

Peraton is currently seeking skilled and qualified candidates for their Customer Technical Support Supervisor position located in Washington, D.C. This position is responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications. This position is a liaison between general users and serves as an advisor for the Help Desk Manager and IT staff at the client-site. Responds to end user or management support requests, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. Responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database as well as for assisting with the documentation of SOP's for troubleshooting support requests.  This individual is typically an anchor for the team to utilize prior to escalating support request to a higher tier of support.

 

Day to Day Work Responsibilities:

 

Daily support of site-specific network and workstation operating systems, workstation connectivity, workstation and peripheral hardware, and end-user applications.

Ensures maximum issue resolution in minimum time to meet Service Level Agreements.

Assists in implementing policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.

Assist with the monitoring call volume, email volume, incident volume and taking corrective measures when shortfalls are determined.

Respond and follow up on technical help tickets submitted via phone, email and ticketing systems.

Provide IT support troubleshooting Windows and Mac systems, with a variety of other technologies and toolsets.

Manage oversight of converting customer interactions (phone, email, remote, in person) into the Help Desk ticketing system.

Responds to escalated support requests as well as end user support requests and resolves the requests in a timely, accurately, and professional manner.

Keeps the Help Desk Manager and IT aware of end-user issues that appear to constitute a trend or common occurrence among users, whether IT staff or end users.

Trains other support tiers on respect to Word, Excel, PowerPoint, Operating Systems, Mail Systems and site-specific configurations.

Resident expert for applications in the client's environment, who is intimately familiar with site specific corporate knowledge.

Initiates work-around to be used to aid the end users while a permanent solution is being sought.

Perceives, documents, and provides solutions for systematic shortcomings in applications, operating systems, mail systems, as well as hardware inadequacies.

Maintains cutting edge knowledge in applications.

Assists the Help Desk Manager by monitoring activities of Help Desk Analyst for accuracy and completeness, correcting where necessary.

Be a role model of productivity, efficiency, and maturity for help desk personnel.

Educates team for existing and new and former technologies.

Assures consistency of solutions delivered by help desk staff.

Operations maybe 24/7.

Basic Qualifications:

• Six (6) years of experience.
• Ability to obtain and maintain a public trust clearance.
• U.S. Citizenship
• Direct Experience with ServiceNow
• Advance understanding of IT Service Management process
• Experience with smartphone setup and configuration (iPhone and Android)
• Windows server support experience (2012-2019)
• Must have  experience with Macs & Windows in an Active
  Directory Environment
• Experience installing and supporting applications such as Microsoft Office and
  Outlook, O365 and cloud services, Windows 10 and Mac OS.
• Hands-on experience with a wide range of infrastructure, including but not
  limited to Operating Systems, Device Management, and client systems
• Experience troubleshooting mobile devices using both iOS and Android.
• Experience installing and supporting desktop / laptop hardware and Microsoft and Apple
  operations systems.
• Experience in working on a Service Desk team supporting IT services

Preferred Qualifications:

• Experience with AirWatch/Intelligent Hub a plus.
• ITSM Incident Reporting Experience (3 years).
• Experience in Customer Service (6 years)
• Experience working with computers and operating systems.
• Experience with trouble ticketing system—currently using Service Manager
• Thorough knowledge of desktop and business/technical support systems.
• Technical certifications (Microsoft MCSA, MCSE, ACSP, ACMT, VMware, Cisco)

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 world’s 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 can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.