Enterprise Service Desk Technician

We are hiring an Enterprise Service Desk Technician in Colorado Springs supporting our program at Peterson SFB primary shift from 6am-4pm MST Thursdays thru Sundays.

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. This position is open at Peterson SFB in Colorado Springs, CO.

Provides Service Desk technical support and analysis to local Air Force and Space Force base IT personnel and Communications Focal Points. Manages Service Desk queues, identifies trends, provides improvement plans and resolves tickets. Provides expertise for the resolution of technical problems, troubleshoots issues, responds to or updates Service Desk tickets.

Primary shift: (6am-4pm) MST, four 10 hour days/week-Thursday thru Sundays, with ability to support 24x7 schedule as needed.

What you'll do:

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 (using SolarWinds)
• 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.

High school Diploma & 5 years of applicable experience.

What you'll need:

• 5 years of 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 experience

Desired experience:

• Air Force Network IT experience preferred.

Certification:

• CompTia Security+ CE, active/current

Clearance:

• Active DOD SECRET - verified through the Defense Information System for Security (DISS)

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.