Help Desk Representative

Program Overview

About The Role

Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature.

• First point of contact for Tier 2request s that are escalated to the Global Cyber Center

• Responsible for handling customer interactions to provide support (inbound/outbound calls, chats , email and internal ticketing escalations )

• Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting

• Route tickets in accordance with documented procedures

• Perform quality assurance follow-up with customers/end users

• Comply with documented processes and procedures

• Monitor group mailboxes and prioritize emails by order of importance

• Maintain the shift log and ensure accurate , thorough and clear communication from shift to shift

• Provide reporting (as needed)

• Maintain a professional demeanor with our military, civilian and contractor customers

Qualifications

• HS diploma +2 years of customer service, inside sales and/or help desk experience
• Active DoD Secret clearance

SCA / Union / Intern Rate or Range

SCA

Details

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.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

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