Help Desk Specialist

Responsibilities

Peraton is seeking a qualified Help Desk Specialist - Associate to provide Information Technology (IT) services and support requirements for the US Army Global Cyber Center (GCC). The primary place of performance is Fort Huachuca, Arizona. This role provides 24/7 operational oversight, support, and maintenance for all GCC-managed services residing on the Army’s unclassified and classified portions of the DODIN-A.

• Service Desk Support. Provide service desk support to function as a single point of contact between the GCC and its internal and external customers. The service desk manages ticket incidents and service requests from inception through closure. “Closure” is defined as resolution of customer issue regardless of if the GCC or an outside entity resolved. Tickets shall not be closed in the event the GCC cannot resolve. All tickets are assigned a priority based upon the severity of the system, network, or capability that is impacted.

• Ticket Prioritization. Ensure tickets are processed within the established timelines based upon the assigned priority (i.e. critical, high, or medium) as outlined in the Operations Division SOP. Incident response and remediation should be IAW Appendix C: ITIL Performance Standards.

• Incident Trending. Conduct trending for all incidents to identify recurring service issues tracked under problem management. Trending should be done on a real-time basis and rolled up monthly in a report that summaries key events and potential concerns for the Government.

• Problem Management / Root Cause Analysis. Track all recurring service issues and/or incidents under problem management and perform root cause analysis to identify, track, and resolve the recurring incidents permanently. Identify interim solutions and workarounds, when appropriate, to restore operations in the short-term, while a permanent solution is being identified, approved, and implemented. Coordinate with other service providers to frame the problem for a holistic DoDIN-A perspective specifically to address and collaborate on repetitive issues amongst all service providers.

Qualifications

Required

• HS Diploma or equivalent with 0-1 year of experience
• U.S Citizenship required
• Active Secret Clearance

Preferred

• DOD 8140 - 411 Technical Support Specialist - Intermediate
• A+ CE, CCNA-Security, CND, Network+ CE, CGRC, CND
  Cloud+, Security+ CE, CEH, CFR, CySA+

Peraton Overview

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

Target Salary Range

The rate / range per hour below represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

SCA / Union / Intern Rate or Range

17.01

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.