Enterprise Service Desk Technician Job Locations

US-CO-Colorado Springs

Requisition ID 2024-152802

Position Category Information Technology

Clearance Secret Responsibilities

We are hiring an Enterprise Service Desk Technician in Colorado Springs supporting our program at Peterson SFB for our day shift.

As part of the Enterprise Service Center, you will join a team of elite Service Desk Technicians that cover a 24x7x365 Service Desk for the entire Air Force.

The Enterprise Service Desk Technician will be responsible for the following but not limited to: Receiving escalated incident tickets Creating incident tickets Tracking incident tickets Triage and Routing incident tickets to the proper group Creating and modifying accounts in Active Directory Monitor network for outages Incident troubleshooting and resolution management Identifying problems and initiating root cause analysis Escalating tickets to subject matter experts (SMEs) for advanced troubleshooting Resolving incidents using internal subject matter experts (SMEs) and OEM SMEs Assisting with reactive and proactive Problem Management Support Change/Asset Management as required, via ticketing processes. Interfacing and escalating with various levels of customer CFP, NOS, and MCCC personnel to jointly troubleshoot Support pre-system acceptance testing scenarios (SAT) Document procedures, processes, customer guides, and internal technical documents. Track metrics for incident tickets and watch for trends

You will support the network and end user devices for the customer base, ensuring stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.

Customer experience is key and thus the Enterprise Service Desk Technicians may provide training to customers. All work is performed inside enclave located on an active military base; no Travel is required. Service Desk Technicians will partner and build relationships with internal developers and engineers to reduce reoccurring incidents. General types of tickets involve requests for assistance with installation, operation, configuration, customization and usage of designated systems, accounts, and services.

Qualifications

High school and 3 years experience. What you'll need: Experience Service Desk customer support, preferably in military environment Service Desk Ticketing (Remedy or SNOW experience) Proven customer support and ability to troubleshoot complex environments Windows OS Desired experience: Air Force Network IT experience preferred. Certification: CompTia Security+ CE, active/current (DoD CyberWorkforce 8140 certification IAT Level II2 ) Clearance: Active DOD SECRET Primary shift: (7am-4pm), 40 hours/week, with ability to support 24x7 schedule as needed.

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

Target Salary Range

$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, col r, 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