Customer Support Specialist – Technical

Peraton

. Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services via telephone, email, chat, and enterprise service management platforms .

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 communicating with diverse audiences. Proficient in troubleshooting enterprise hardware and software issues, utilizing platforms like ServiceNow to enhance service delivery and operational efficiency.

Highest-signal resume keywords

ITIL-Based Incident ManagementServiceNow ITSM ExperienceTechnical Troubleshooting SkillsStrong Communication SkillsCustomer Service Orientation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical AnalysisTroubleshooting Enterprise HardwareTroubleshooting SoftwareNetwork ConnectivityMobile TechnologiesIncident ManagementRequest FulfillmentKnowledge ManagementService RestorationOperational Metrics Analysis

Soft Skills

Analytical SkillsProblem-Solving SkillsOrganizational SkillsCollaboration SkillsFlexibility

Tools & Technologies

ServiceNowRemedyEnterprise Service Management PlatformsKnowledge BaseOperational Dashboards

Certifications & Qualifications

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

Industry Keywords

IT Service ManagementService DeskFederal Government ITCustomer Support PracticesService-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 via telephone, email, chat, and enterprise service management platforms
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, knowledge resources, technical documentation, 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, providing timely customer updates and documenting actions
Communicate with customers to clarify issues, gather diagnostic information, provide status updates, explain resolutions, and confirm service restoration
Analyze recurring issues to identify trends, knowledge gaps, and service improvement opportunities
Create and maintain technical documentation, incident records, troubleshooting information, and knowledge articles
Improve Knowledge Base content by documenting troubleshooting techniques, solutions, workarounds, and lessons learned
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 and address unassigned, aging, pending, or at-risk incidents and requests
Analyze ticket status, workload, aging, and service-level information and escalate risks to Service Desk leadership
Participate in shift turnover 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 stakeholders to facilitate incident resolution and service restoration
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
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
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 for technical and non-technical audiences
Ability to work independently and collaboratively in a fast-paced enterprise IT environment
Strong analytical, problem-solving, organizational, and customer service skills
Flexibility for 1st, 2nd, and 3rd shifts
Desired: 3+ years of progressively responsible IT service desk, IT service management, technical support, enterprise IT operations, or related experience
Desired: CompTIA A+ certification
Desired: ITIL v3 or ITIL v4 Foundation certification
Desired: Microsoft IT Support or other Microsoft technical certification
Desired: HDI Support Center Representative (HDI-SCR) or equivalent certification
Desired: Experience with ServiceNow ITSM, Remedy, or comparable platforms
Desired: Experience supporting Department of State or large-scale federal government enterprise IT environments
Desired: Experience analyzing incident trends, service-level performance, ticket aging, or operational metrics
Desired: Experience with Knowledge Management, Continual Service Improvement, Problem Management, or other ITIL processes
Desired: Experience supporting geographically distributed or international user communities

Benefits

Comp & perks

Potential eligibility for overtime
Shift differential
Discretionary bonus
Equal opportunity employment, including disability and protected veterans