Help Desk Technician Tier 2

Overview

Responsibilities:
Join Peraton's mission-critical team supporting secure, real-time data delivery across complex operational environments in direct support of our nation's warfighters. If you are driven by national security and energized by cutting-edge C2

ISR capabilities, sensor integration, and resilient data transport solutions, we invite you to join our team. We are seeking highly cleared professionals who excel at the intersection of advanced communications infrastructure, distributed systems, and mission assurance where reliability, security, and performance are paramount. Specifically, we are looking for a TS/SCI cleared Help Desk Technician Tier2 – Journeyman to support this mission at Mac Dill AFB, Florida.

Responsibilities:

As a Help Desk Technician Tier2 – Journeyman you will provide technical and management leadership for all equipment and information support functions across the Task Order. Your responsibilities include:

• Provide advanced technical support and assistance to end users in resolving escalated IT issues.
• Conduct troubleshooting, diagnosis, and resolution of complex technical problems related to services in service catalogs.
• Assist users through multiple communication channels including in person, phone, chat, remote desktop, automated requests, email, and knowledge articles.
• Offer advanced support services during standard working hours to resolve escalated issues from Tier 1.
• Supporting operations 24 hours a day, seven days a week, 365 days a year (24/7/365) – shift work
• Facilitate advanced support to OCONUS personnel
• Maintain accurate records of service requests, solutions, and escalations
• Utilize the following role-specific tools:
  Service Desk ticketing systems (Service Now, Remedy); knowledge base repositories; remote desktop support tools (Microsoft Remote Desktop, Team Viewer); collaboration platforms (Microsoft Teams, Zoom, Outlook); PC diagnostic utilities; network connectivity testers; remote access tools (Secure OOBM, PuTTY, TS Reader, Wireshark) for Tier II/III troubleshooting; performance monitoring dashboards (Grafana, Prometheus, Solar Winds) for proactive anomaly detection; audiovisual troubleshooting tools; inventory and asset management systems;
  
  documentation templates for procedures and trouble logs.

Required qualifications:

• Previous experience as a Help Desk Technician Tier2 or similar role supporting a DoD customer at the CCMD level;
  Minimum of 5 years’ experience with a BS/BA or 3 years’ experience with an MS/MA or 0 years’ experience with a PhD.
• A current, active DoD security clearance at the TS/SCI level
• US citizenship is required
• DoD 8140 role for WRC: 411;
  Element: IT;
  Work Role:
  Technical Support Specialist;
  Proficiency Level: Intermediate / ability to obtain

Desired

Qualifications:

• DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level and CE/Operating System (OS) certificate within six months of the assignment.

• Location:
  
  Mac Dill AFB, FL.
• On-site expectations:
  Full-time on-site presence required for equipment management and asset tracking
• Travel:
  May require occasional travel to CONUS and OCONUS sites for logistics coordination and facility assessments

• Be part of a mission-critical team supporting our nation’s elite and its mission partners in delivering cutting-edge C2
  
  ISR capabilities
• Work in a dynamic and collaborative environment supporting critical national security operations
• Manage cutting-edge communications and sensor systems that directly impact operational readiness
• Access to professional development opportunities and career growth within the intelligence and cybersecurity community
• Opportunity to work with advanced tactical communications technologies and AISR systems

#C2

ISR

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…