Peraton is seeking a talented DesktopEnd User Engagement Support Analyst who will be responsible for providing end user support for Tier II and Tier III troubleshooting as related to custom built applications, windows desktop operations and desktop hardware. The successful candidate will have practical working experience resolving end users issues, troubleshooting the interaction of custom applications, hardware and windows while be customer service oriented.
Troubleshoot end user issues, perform root cause analysis, create plans outlining appropriate action to remediate issues and provide end-user support.
Research, resolve and respond to questions received via Service Manager ticketing system. Track the total life cycle of the tickets.
Utilize User experience monitoring tools to fully document and understand the customers desktop environment.
Create and manage a repository of reports and user experience assessments which will be used to brief interested parties.
Setup, manage and maintain an end user desktop monitoring environment.
Act as a liaison between end users, engineers and executive management.
Bachelor’s degree, or a combination of experience and training, and two (2) years of related professional experience.
At least two (2) years providing troubleshooting support and engaging with end users.
One (1) year of demonstrated work experience with windows desktop support software.
At least one (1) year of demonstrated work experience with a user experience monitoring tool like Liquidware labs Stratusphere, Aternity or other similar user experience monitoring tool.
At least one (1) year of demonstrated work experience with windows infrastructure systems (Active Directory, DNS, DHCP, etc).
At least one (1) year of demonstrated work experience with workstation hardware components (NIC cards, hard drives, CPU, memory, etc).
A current Top Secret security clearance with SCI eligibility and the ability to obtain a polygraph.
Have a demonstrated track record of problem-solving and trouble-shooting skills related to hardware and software interaction.
Knowledge of Service Manager and Agile methodology.
Ability to work on a team as well as independently with minimal supervision.
Ability to learn new technologies and processes.
Good organization skills with ability to prioritize.
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, we are a trusted provider of highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies, including the Intelligence Community, Department of Defense, Department of Health and Human Services, and NASA. Every day, our 10,000 employees do the can’t be done, solving the most daunting challenges facing our customers.
We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
At Peraton, our team of self-starting, mission-driven individuals share a passion for creating solutions that keep our country safe. We challenge the status quo, embrace change, and solve problems through innovation and forward-thinking. We’re building a culture of doers who are constantly improving and work relentlessly to obtain the highest quality results for ourselves and our trusted partners.