Customer Support Specialist – Technical

Peraton

. Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services .

Posted 9/18/2026full-timeSterling • Virginia • United StatesJunior💰 $51,000 - $82,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT service management practices, including Incident Management and Request Fulfillment, while effectively troubleshooting and resolving technical issues in a fast-paced enterprise environment. Strong communication and analytical skills are essential for providing customer support and maintaining documentation.

Highest-signal resume keywords

IT Service ManagementServiceNowHelp Desk ExperienceTechnical TroubleshootingGovernment Security Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical AnalysisIncident ManagementRequest FulfillmentTroubleshootingNetwork ConnectivityEnterprise Software SupportMobile TechnologiesOperating SystemsDocumentationService Restoration

Soft Skills

Strong Communication SkillsAnalytical SkillsProblem-Solving SkillsOrganizational SkillsCustomer Service Skills

Tools & Technologies

ServiceNowRemedyIT Service Management Tools

Certifications & Qualifications

Active SECRET Government Security Clearance

Industry Keywords

Enterprise ITTechnical SupportService DeskIncident ResolutionOperational Support

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services
Assess incidents and service requests, gather technical and customer information, determine troubleshooting approaches, and implement or coordinate corrective actions
Diagnose and resolve common technical issues using documented procedures and IT service management practices
Determine when incidents require escalation and coordinate with appropriate technical organizations
Maintain ownership of incidents and requests through resolution or escalation, documenting required actions and providing customer updates
Communicate with customers to clarify issues, gather diagnostic information, provide status updates, explain resolutions, and confirm service restoration
Analyze recurring issues and incident information to identify trends, knowledge gaps, and service improvement opportunities
Create and maintain technical documentation, incident records, troubleshooting information, and knowledge articles
Monitor ServiceNow dashboards and operational queues for at-risk incidents and requests
Analyze ticket status, workload, aging, and service-level information and escalate risks
Participate in shift turnover activities and communicate significant incidents and unresolved issues
Prepare and communicate scheduled operational reports and shift deliverables
Coordinate with Service Desk colleagues, CAEIO technical teams, and stakeholders to resolve incidents and fulfill requests
Support new or modified Service Desk processes, tools, technologies, policies, and procedures
Perform IT service management and operational support activities within the scope of the position

Requirements

What you’ll need

Bachelor's degree and 2 years of experience, or an associate degree and 4 years of experience, or a high school diploma/equivalent and 6 years of experience
U.S. citizenship
Active SECRET Government Security Clearance
1 to 3 years of help desk/service desk experience
Experience troubleshooting enterprise hardware, software, operating systems, applications, network connectivity, or mobile technologies
Experience using an enterprise IT service management or ticketing platform such as ServiceNow, Remedy, or comparable system
Ability to independently assess technical issues and determine troubleshooting or escalation paths
Experience applying IT service management practices, including Incident Management, Request Fulfillment, escalation, service restoration, and knowledge management
Ability to manage multiple priorities, maintain ownership of assigned work, and meet service-level and operational requirements
Strong written and verbal communication skills
Ability to work independently and collaboratively in a fast-paced enterprise IT environment
Strong analytical, problem-solving, organizational, and customer service skills

Benefits

Comp & perks

Overtime eligibility may be available
Shift differential may be available
Discretionary bonus may be available