02 Dec
Customer Technical Specialist
Texas, San antonio , 78202 San antonio USA

Vacancy expired!

Peraton Overview Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees do the cant be done, solving the most daunting challenges facing our customers.We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.As a government contractor, Peraton abides by the following provision

Pay Transparency Nondiscrimination ProvisionThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Responsibilities

Description: The Desktop Technical Lead, reporting to the Desktop Support Supervisor is responsible for providing technical leadership for the desktop support staff to meet or exceed contract service objectives. The lead applies their extensive experience addressing complex issues consulting with all levels of the organization to drive immediate resolution and develop repeatable processes to address the issue in the future.

Responsibilities:
  • Provide support to Tier 1 Desktop Analysts, mentoring and assisting with desktop issue resolution
  • Enforce adherence to Service Desk policies and procedures
  • Promote a positive team environment and seamless communication within the Service Desk.
  • Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
  • Display and promote a professional sense of urgency.
  • Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
  • Manage contacts with customers, direct reports, peers, and independent vendors.
  • Participate in Incident auditing activities.
  • Ensure smooth transition of new/improved services to Svc Operation.
  • Coordinate with Training personnel to identify new/remedial App Support training needs.
  • Participate in the Management of Change (MoC).
  • Work special projects as required. Maintain all area documentation.

Qualifications

Skills:
  • Strong customer service and communications skills, both oral and written
  • Strong critical thinking skills that facilitate service delivery methodology innovation
  • Proven project management skills in setting priorities to meet project deadlines
  • Strong knowledge of Service Desk support environments
  • Strong analytical, presentation, and problem-solving skills
  • Experience mentoring personnel
  • Ability to establish a solid working relationship with customer, staff, managers and peers
  • Proven technical competency in the following areas:
  • Microsoft Office Products: Word, Excel, PowerPoint and Outlook
  • Microsoft Visio and Project
  • BMC Remedy version 8.x

Requirements:
  • Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
  • 5+ years of proven IM/IT leadership experience
  • Security+ Certified
  • Microsoft Certified IT Professional (MCP) preferred
  • Willing to travel 25 to 50% in support of onboarding new locations into the service desk support model
  • HDI certification preferred
  • A/AS Degree in Computer Science, MIS, or related field/equivalent experience
  • Relevant technical certifications
  • Must have or be able to obtain ITILv3 Foundations Certification

Vacancy expired!


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