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 10/26/2026full-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 communicating technical information to customers and stakeholders. Proficient in troubleshooting enterprise hardware and software issues, utilizing platforms like ServiceNow to manage incidents and improve service delivery.

Highest-signal resume keywords

ITIL-Based Incident ManagementServiceNow ITSM ExperienceTroubleshooting Enterprise HardwareStrong Analytical SkillsCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting SoftwareNetwork ConnectivityOperating SystemsMobile TechnologiesTechnical DocumentationKnowledge ManagementIncident AnalysisService RestorationEscalation ProceduresTicketing Platforms

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationProblem-Solving SkillsOrganizational SkillsAbility to Work Independently

Tools & Technologies

ServiceNowRemedyIT Service Management PlatformsKnowledge Base ToolsOperational Dashboards

Certifications & Qualifications

CompTIA A+ITIL v3 FoundationITIL v4 FoundationMicrosoft IT Support CertificationHDI Support Center Representative

Industry Keywords

Enterprise SoftwareService DeskFederal Government ITTechnical SupportService-Level Agreements

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 and resolution approaches, and implement or coordinate corrective actions
Diagnose and resolve common technical issues using documented procedures, knowledge resources, technical documentation, and IT service management practices
Determine when incidents require escalation and coordinate with appropriate technical organizations
Maintain ownership of assigned incidents and service requests through resolution or escalation
Communicate with customers to clarify issues, gather diagnostic information, provide updates, explain resolutions, and confirm service restoration
Analyze incident information and recurring issues to identify trends, knowledge gaps, and service improvement opportunities
Create and maintain technical documentation, incident records, troubleshooting information, and knowledge articles
Develop and improve Knowledge Base content
Apply ITIL-based Incident Management and Request Fulfillment practices while complying with government policies, security requirements, SLAs, and SLOs
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, unresolved issues, service impacts, and operational concerns
Prepare and communicate scheduled operational reports and shift deliverables
Coordinate with Service Desk colleagues, CAEIO technical teams, and other stakeholders
Maintain working knowledge of Service Desk processes, enterprise applications, support procedures, and operational responsibilities
Recommend improvements to processes, procedures, knowledge resources, and customer support practices
Support implementation of new or modified Service Desk processes, tools, technologies, policies, and procedures
Balance customer requirements, technical considerations, service-level objectives, security requirements, and operational priorities
Perform other 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's 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 a comparable system
Ability to independently assess technical issues and determine troubleshooting or escalation paths
Ability to communicate technical information effectively to customers and technical support organizations
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
Preferred: 2+ years of progressively responsible experience in IT Service Desk, IT Service Management, technical support, enterprise IT operations, or a related discipline
Preferred: CompTIA A+ certification
Preferred: ITIL v3 or ITIL v4 Foundation certification
Preferred: Microsoft IT Support or other Microsoft technical certification
Preferred: HDI Support Center Representative (HDI-SCR) or equivalent certification
Preferred: Experience with ServiceNow ITSM, Remedy, or comparable platforms
Preferred: Experience supporting Department of State IT environments
Preferred: Experience supporting large-scale federal government enterprise IT environments
Preferred: Experience analyzing incident trends, service-level performance, ticket aging, or other operational metrics
Preferred: Experience contributing to Knowledge Management, Continual Service Improvement, Problem Management, or other ITIL service management processes
Preferred: Experience supporting geographically distributed or international user communities

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
Health savings account
Short-term disability
Long-term disability
Employee Assistance Program (EAP)
Parental leave
401(k)
Paid time off (PTO) for vacation
Company-paid holidays
Overtime eligibility
Shift differential eligibility
Discretionary bonus eligibility