Customer Technical Support Specialist

Join Our Mission-Driven Team as a Customer Technical Specialist - On-site in Springfield, Virginia

Peraton is seeking a Customer Technical Specialist to be part of a high-impact, hands-on team supporting the U.S. Department of Homeland Security (DHS) at the TSA Headquarters in Springfield, VA. As a Customer Technical Specialist, you'll play a pivotal role in keeping our nation's transportation infrastructure running securely and efficiently. You'll provide both remote and on-site support, ensuring end-user devices and network systems are fully operational for new installations and break/fix incidents.

This is a 100% on-site role, ideal for a tech-savvy professional who excels in a hands-on, fast-paced environment. If you have a passion for problem-solving, delivering exceptional customer service, and supporting national security, this is your chance to make a meaningful impact on a mission that truly matters.

The position requires on-site work in Springfield, VA.

Day to Day Work Responsibilities:

Perform Tier III problem resolution on the telephone and in person with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
• Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.
• Provides expert and second tier technical support for the installation and repair of complex systems and outages.
• Reviews system and configurations to ensure successful implementation of services into production.
• Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair.
• Partners with developers and engineers to reduce reoccurring incidents.
• Provides consultative assistance during off hours as needed.
• Assist in developing continuous process improvement for support tools, troubleshooting techniques.
• Collaborate and assist R&D in the testing and optimization of product support techniques and tools.
• Communicate to appropriate internal personnel of issues at a particular account.
• Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
• Determine the troubleshooting workflow and organize support priorities.
• Determine severity and complexity of a reported issue and escalate to the appropriate specialist.

#TSAImpact

Basic Qualifications:

• Bachelor's degree and 2 years' experience or Associate's degree and 4 years' experience or HS diploma/equivalent and 6 years relevant experience.
• U.S. Citizenship required; Must have the ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.
• Experience supporting end-user IT hardware and software in a desk-side or field service environment.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.)
• Physical ability to:
  • 4+ hours per day walking long distances within the airport and offices to support customer equipment.
  • Kneel, bend, or reach under desks and cabinets and ability to connect patch cables from patch panel to network switch.
  • Lift up to 40-50 lbs. and push/pull equipment carts.

Preferred Qualifications:

• Relevant DHS focused experience.
• A+ Certification.
• Network+ Certification.
• Cisco & Microsoft Certifications.
• ITIL4 Certification.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.

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.