Technical Customer Support Representative

Basic Qualifications:

• High School diploma/equivalent and 2-4 years experience.
• U.S. Citizenship required. Must have the ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.
• Technical Customer Support experience.
• Experience supporting Office 365 and common IT platforms.
• Ability to troubleshoot technical issues.
• Strong writing and communication skills.
• Problem‑solving ability to diagnose and resolve basic technical issues.
• Ability to work rotating shifts as needed.

• Relevant DHS focused experience.
• Possess attention to detail and follow‑through.
• High level of professionalism and ability to maintain confidentiality.
• Demonstrates eagerness to learn and flexible with the ability to multi‑task.
• Detail‑oriented, reliable, and organized with the ability to multi‑task effectively.
• Professionalism, discretion, and a commitment to maintaining confidentiality.
• Ability to be flexible, multi‑task and organize priorities in a fast‑paced work environment, while maintaining a high level of focus and accuracy.

• Ability to spend 4+ hours per day on your feet, often walking long distances throughout airport and office environments to support customer equipment.
• Ability to lift 40–50 pounds when installing IT equipment.
• Ability to push/pull carts to transport equipment.
• Ability to kneel, bend, and reach under desks to connect or repair cabling, and connect patch cables from patch panels to network switches.
• Physical activity may include climbing ladders, stooping, kneeling, crouching, reaching, walking, pushing, pulling, lifting, grasping, and using hand tools.
• Required to have close visual acuity to perform activities such as viewing a computer terminal.
• Subject to hazards such as proximity to moving mechanical parts, moving vehicles, and electrical current.

Peraton is seeking a dedicated and service‑oriented Technical Customer Support Representative to join our team supporting the Department of Homeland Security (DHS) Transportation Security Administration (TSA). This is an excellent opportunity to make a meaningful impact in a mission‑driven environment while advancing your career in IT support. As a key member of our support team, you’ll be the first point of contact for DHS/TSA staff needing assistance with IT‑related issues.

• Location:
  
  On‑site in Clinton, TN
• Shift
  
  Schedule:
  
  This position requires weekend dayside availability with the following shifts: two 12‑hour shifts on Saturday and Sunday, and two 8‑hour shifts on Thursday and Friday. Candidates must be able to rotate shift times as needed.
  • Thursday: 5:30pm - 2:00am
  • Friday: 5:30pm - 2:00am
  • Saturday: 5:30pm - 6:00am
  • Sunday: 5:30pm - 6:00am

• Provide technical support for software, hardware, and network issues via phone, email, and social media tools.
• Walk users through solutions using remote diagnostic techniques and clear, step‑by‑step communication.
• Review and prioritize support requests, troubleshoot technical issues, and escalating complex cases as needed.
• Support users with requests for information and providing guidance on IT systems and databases.
• Maintain network records and assisting with documentation, diagrams, and basic system configurations.
• Collaborate with cross‑functional technical teams to resolve service interruptions and improve performance.