Service Desk Tier 1 Technician

What you'll need:

• Education:
  
  2 years experience with a BS/BA degree or High School degree with 6 years experience in lieu of a degree
• Proven experience in an IT service desk or technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to multi-task and adapt to changes quickly.
• Excellent customer service skills and the ability to communicate effectively with a diverse user base.
• Experience working with incident tracking systems and service desk software.
• Ability to troubleshoot basic networking, software, and hardware issues
• Certification: IAT II Certification (Security +)
• Clearance:
  Active Secret Level clearance is required

Peraton is hiring a Service Desk Tier 1 Technician supporting the Enterprise IT contract for NORAD/NORTHCOM. This role is on-site at Peterson AFB in Colorado Springs, CO.

• Implement, manage, and maintain ITIL-compliant Service Desk systems, such as incident tracking systems and self-help tools.
• Serve as the first point of contact for handling customer IT-related incidents and service requests through various channels including phone, email, chat, and self-service.
• Record, track, and document every incident and service request, ensuring clear communication and accurate data collection.
• Provide a customer-facing view to allow all N&NC customers, including subordinates, regions, and sectors, to check the status of their requests in real-time.
• Diagnose, prioritize, and escalate incidents and requests to the appropriate resources when necessary.
• Contribute to knowledge management systems with current information on solutions and troubleshooting steps.
• Proactively communicate incident status and resolution progress to customers and stakeholders.