Customer Service Expeditor

Peraton is seeking a Customer Service Expeditor to join our team of qualified and diverse individuals. The qualified applicant will be a member of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally. 

The Customer Service Expeditor will be a member of the CA/CST CAEIO Service Center team, responsible for working closely with CAEIO contractors, DOS leadership and business stakeholders to monitor Service Desk shift performance, provide incident intake processing oversight, and ensure timely incident escalation.

Responsibilities

• Help Service Desk Leads and Service Desk Managers oversee daily operations and the peer review process by reviewing, in real-time, tickets processed by analysts.
• Interact with other team members within the escalation path, including network services, applications II, database, and infrastructure services, to restore services and/or identify and correct core problems.
• Support Total Ticket Ownership through direct customer communications, timely ticket updates, and monitoring customer inquiries via the Service Desk inbox and dashboards.
• Follow the direction of the Senior Service Desk Leads and Service Desk Managers to promptly facilitate customer support requests via MS Teams and email.
• Ensure customer inquiries and updates are addressed by providing relevant updates and engaging the assigned support team.
• Support the Service Desk through monitoring, reporting, and facilitating the escalation path of high priority tickets assigned and held by Tier 1.
• Collaborate with the Knowledge Management Team by identifying the escalation path for “in-progress” tickets and determining if a Knowledge Base Article (KBA) requires an update or a new KBA is needed.
• Monitor and address appropriate KBA usage within incident tickets.
• Respond to customer inquiries regarding tickets in closed or resolved state.
• Develop strong familiarity with Service Desk Incident Management processes and procedures to meet client expectations and build the confidence of the Tier 1 analysts.
• Perform other tasks assigned by Service Center leaders.

Core Work Schedule: Monday – Friday, 10:00 am-6:00pm

Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166

This position is hybrid after the individual completes a 12-week New Hire Training Program, which is held Monday through Friday from 7:00 AM to 3:30 PM in Sterling, VA. After completing the training program, the individual will work their assigned shift in Sterling up to two days per week. With manager approval, the individual can work remotely the other days. The number of days the individual works onsite is subject to change based on government/program requirements (for example, surge support might require the individual to be in the office more than two days per week).

Required Qualifications

• U.S. citizenship and an active SECRET Government Security Clearance.
• At least two years of experience leading daily operations within a federal civilian agency ITIL help desk/service desk in a 24/7 environment.
• ITIL Certification v3 or v4.
• Strong writing and verbal communication skills.
• At least two years of experience working with ServiceNow CRM or similar and/or ticket/incident logging systems.

 Desired Qualifications

• Comp TIA A+ Certification.
• Microsoft IT Support Certification or HDI SCR.
• Capable of conducting coaching sessions.
• Capable of creating and delivering presentations effectively to small to medium sized audiences.
• Experience supporting the Department of State IT environment.

Education and Experience Requirements: High school diploma (or equivalent) and 9 years of experience; Associate degree and 7 years of experience; 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD.