Tier 2 Technical Support Representative

About Peraton

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 solve the most daunting challenges that our customers face. Visit  to learn how we're keeping people around the world safe and secure.

Provide the US Senate with acquisition and IT support services for workstation and server hardware, operating system software and application system software, while also providing help desk service support services and on-site maintenance and support for the U.S. Senate in Washington, D.C. and 400 state offices for Senate members, committees, leadership and officers.

Peraton is seeking an experienced Tier 2 Technical Support Representative that will provide advanced on-site technical support services, including direct interaction with executive-level staff and office leadership. These services are essential for resolving complex technical issues, performing installations, and maintaining optimal system functionality across House offices.

Location: Onsite in Washington, D.C.

Shift

Schedule:

8:00 AM and 6:30 PM (EST) on Mondays through Friday (Except holidays observed by the House).

• Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.
• Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
• Assist House offices in installing, configuring, and using House-supported software and applications.
• Decommission devices by wiping Macs, iPhones, and iPads.
• Contribute to the development of user-facing documentation and installation guides.
• Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.).
• Offer consulting services to House offices on best practices, system usage, and technology recommendations.
• Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise.
• Perform user data migration tasks upon request, ensuring data integrity and security.
• Create and deploy system images for computers and laptops to streamline setup and deployment processes.
• Perform mobile device and endpoint management console support (Air Watch, Big Fix, Apple Business Manager, Workspace ONE, Intune, Jamf).
• Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
• Use Power Shell and Power BI to create custom reports as needed.
• Use Power Shell to automate maintenance processes as needed.

• Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.
• Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment.
• Perform other official duties as assigned.

• High School Diploma and 5 years of experience
• U.S. Citizenship is required with the ability to obtain a Public Trust
• Proven ability to configure and troubleshoot commercial off-the-shelf (COTS) hardware and software, including desktops, laptops (PC and Mac), mobile devices, printers, and other peripherals
• Intermediate to advanced experience working with Windows, macOS, iOS, and Android operating systems
• Working knowledge of physical, network, and application layers, with the ability to utilize TCP/IP tools and protocol commands for troubleshooting
• Strong communication and customer service skills, with a professional demeanor in support of executive-level users and management
• Ability to work efficiently in fast-paced environments and meet strict deadlines
• Experience conducting business and systems analysis to investigate, document, and resolve end-user issues
• Minimum of 1 year of experience supporting:
  • macOS environments
  • Remote access tools such as Cisco Any Connect
  • Secure remote connectivity including VPN (RSA Secur
    
    ID experience preferred)
• Minimum of 3 years of experience in:
  • IT Call Center or Service Desk environments
  • Active Directory user and account management
  • Microsoft Windows 10 and Office 365 application support
  • iOS and Android device support
  • Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
  • Mobile Device Management (MDM) tools including JAMF, Apple Business Manager (ABM), Workspace ONE, or Microsoft Intune
• Minimum of 5 years of…