Tier I Agent
3.
2 Full-time 5 hours ago Full Job Description
Responsibilities:
Peraton is seeking a Junior Tier I Agent to join our team of qualified and diverse individuals.
The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA).
This initiative is to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
The Junior Tier I Agent will be a member of the CA/CST CAEIO Service Center team, responsible for working closely with CAEIO contractors, DOS leadership and business stakeholders to monitor performance, process incident and service requests, and escalate critical service interruptions accordingly to service level requirements.
Day to Day Work
Responsibilities:
Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met.
Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.
e.
password resets), and record all information accurately in the CRM ticketing tool.
May also make outboard service calls to potential customers.
Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.
May be required to work in one or multiple work queues over various customer contact channels.
When new solutions are derived to resolve issues, Tier I agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution.
Qualifications:
Basic
Qualifications:
US Citizenship and an active Secret Government Security Clearance.
BS degree and 0-2 years' experience or high school diploma/equivalent and minimum 4 years' experience.
1 to 3 years of help desk/service desk experience.
Ability to accurately document and ticketing information with minimal errors and/or rework.
Must be able to work independently, achieve productivity goals, and manage one's time.
Strong written and verbal communication skills.
Attention to detail and a can-do attitude.
Must be able to work on site and weekends on a rotating schedule.
Preferred Industry Certifications:
Comp TIA A
Certification ITILv3 or ITILv4 Foundation Certification Microsoft IT Support Certification or HDI SCR desired, but not required Experience using Remedy or ServiceNow CRM preferred Experience supporting the Department of State IT environment desired, but not required.
Peraton Overview:
Peraton 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 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 employees do the can't be done, solving the most daunting challenges facing our customers.
Salary Range:
Salary Minimum:
$40,000 Salary Mid:
$80,000 Salary Maximum:
$100,000 The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees.
Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards.
In addition, Peraton provides a variety of benefits to employees.
EEO Tagline (Text Only):
An Equal Opportunity Employer including Disability/Veteran.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
2 Full-time 5 hours ago Full Job Description
Responsibilities:
Peraton is seeking a Junior Tier I Agent to join our team of qualified and diverse individuals.
The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA).
This initiative is to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
The Junior Tier I Agent will be a member of the CA/CST CAEIO Service Center team, responsible for working closely with CAEIO contractors, DOS leadership and business stakeholders to monitor performance, process incident and service requests, and escalate critical service interruptions accordingly to service level requirements.
Day to Day Work
Responsibilities:
Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met.
Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.
e.
password resets), and record all information accurately in the CRM ticketing tool.
May also make outboard service calls to potential customers.
Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.
May be required to work in one or multiple work queues over various customer contact channels.
When new solutions are derived to resolve issues, Tier I agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution.
Qualifications:
Basic
Qualifications:
US Citizenship and an active Secret Government Security Clearance.
BS degree and 0-2 years' experience or high school diploma/equivalent and minimum 4 years' experience.
1 to 3 years of help desk/service desk experience.
Ability to accurately document and ticketing information with minimal errors and/or rework.
Must be able to work independently, achieve productivity goals, and manage one's time.
Strong written and verbal communication skills.
Attention to detail and a can-do attitude.
Must be able to work on site and weekends on a rotating schedule.
Preferred Industry Certifications:
Comp TIA A
Certification ITILv3 or ITILv4 Foundation Certification Microsoft IT Support Certification or HDI SCR desired, but not required Experience using Remedy or ServiceNow CRM preferred Experience supporting the Department of State IT environment desired, but not required.
Peraton Overview:
Peraton 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 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 employees do the can't be done, solving the most daunting challenges facing our customers.
Salary Range:
Salary Minimum:
$40,000 Salary Mid:
$80,000 Salary Maximum:
$100,000 The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees.
Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards.
In addition, Peraton provides a variety of benefits to employees.
EEO Tagline (Text Only):
An Equal Opportunity Employer including Disability/Veteran.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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