External Title Customer Support Specialist; Technical

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  to learn how we’re keeping people around the world safe and secure.

Peraton is seeking a Customer Support Specialist (CSS) to join our team of qualified and diverse professionals supporting the Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. The CAEIO Program provides global IT Operations and Maintenance services supporting the modernization, availability, reliability, and security of legacy networks, applications, databases, and enterprise services supporting Consular Affairs operations.

The CSS is a member of the Service Desk team supporting the CA Service Center. The Service Desk serves as the central point of coordination for IT service events affecting the CA IT infrastructure and user community. The CSS provides technical support and service management functions across the enterprise, requiring the ability to independently assess user-reported issues, analyze available information, determine appropriate resolution or escalation paths, and coordinate with technical support organizations to restore services and fulfill customer requirements.

The CSS is expected to apply established IT service management practices, technical knowledge, and independent judgment to resolve incidents and requests, maintain service quality, identify recurring issues, and contribute to continuous improvement of Service Desk operations. The position interacts regularly with CAEIO technical teams, DOS leadership, customers, and other stakeholders to support effective service delivery and compliance with established service-level objectives.

Core Work Schedule: Must be flexible for 1st, 2nd and 3rd shift.

Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166

The CSS will complete a 12-week New Hire Training Program conducted Monday through Friday from 7:00 AM to 3:30 PM in Sterling, VA.

Following completion of the training program, the CSS will work their assigned shift in Sterling at least four days per week. With manager approval, the employee may work remotely on the fifth scheduled workday. Onsite requirements are subject to change based on government and program requirements, including surge support and other operational needs.

Day toDay

Roles and Responsibilities:

• Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services through telephone, email, chat, and enterprise service management platforms.
• Assess reported incidents and service requests, gather relevant technical and customer information, determine appropriate troubleshooting and resolution approaches, and implement or coordinate corrective actions within established procedures.
• Diagnose and resolve common technical issues using documented procedures, knowledge management resources, technical documentation, and established IT service management practices.
• Determine when incidents require escalation…