Night shift Enterprise Service Desk Technician

We are hiring a Night shift Enterprise Service Desk Technician supporting our global program at Gunter AFB, in Montgomery, Alabama. 5 days a week, 10pm to 6am. Training will be done on the swing shift until credentialed and qualified.

Provides Service Desk technical support and analysis on an AF classified network for bases and customers. Manages Service Desk queues, identifies trends, provides improvement plans and resolves tickets. Provides expertise for the resolution of technical problems, troubleshoots issues, responds to or updates Service Desk tickets.

What you'll do:

Receive escalated incident tickets via phone or queue from Air Force Bases.
• Create incident tickets
• Track incident tickets
• Route incident tickets to the proper group
• Create and modify accounts in Active Directory
• Monitor network for outages
• Incident troubleshooting and resolution management
• Identify problems and initiate root cause analysis
• Escalate tickets to subject matter experts (SMEs) for advanced troubleshooting
• Resolve incidents using internal subject matter experts (SMEs) and OEM SMEs within Service Level Agreement timeframes
• Assisting with reactive and proactive Problem Management
• Support Change/Asset Management as required, via ticketing processes.
• Interface with various levels of customers NOS, MCCC and CFP personnel to jointly troubleshoot.
• Support pre-system acceptance testing scenarios (SAT)
• Any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Organization's Values

You will support AF Bases around the globe with network and end user devices, ensuring stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.

Customer experience is key and thus the service desk technicians may provide training to customers. All work is performed inside enclave located on an active military base; no Travel is required. Service Desk technicians will partner and build relationships with internal developers and engineers to reduce reoccurring incidents. General types of tickets involve requests for assistance with installation, operation, configuration, customization and usage of designated systems, accounts, and services.

High School level plus some advanced training; Minimum of 3 years

What you'll need:

• CompTIA Sec+ certification (CE current)
• Active DoD Secret Clearance
• Service Desk (Remedy or SNOW experience) 2+ years
• Proven customer support and ability to troubleshoot complex environments
• Windows OS 3+ years

Desired experience:

• Air Force Network IT experience preferred.

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.