Peraton is seeking a Customer Technical Support Trainer to join our team of qualified, diverse individuals. The ideal candidate will support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer. The motivated IT professionals will directly support DHS staff via phone and social media applications. 

Must be able to support rotating shift work On-site in Clinton, TN. 

Day to Day Work Responsibilities:

• Create, develop, and maintain training sessions and workshops, training modules, training, and technician evaluation tools as well as knowledge base articles.
• Schedule regular training sessions (e.g. monthly or quarterly)
• Responsible for the training of all new hires reporting to the Tier 1 Service Desk.
• Measure the impact of training programs through feedback, assessments, and performance metrics.
• Partner with external teams to identify skill gaps and align training with organizational needs.

#TSAImpact

Basic Qualifications:

• Bachelor’s degree and 5 years’ experience or Associate’s degree and 7 years’ experience or HS diploma/equivalent and 9 years’ experience.
• Must be a U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Strong writing and communication skills.
• Experience with O365.
• Ability to support rotating shift work.
• Technical Customer Support experience required.
• Problem-solving ability to diagnose and resolve basic technical issues.
• Demonstrates eagerness to learn and flexible with the ability to multi-task.

Preferred Qualifications:

• Experience with Remedy and ServiceNow
• Experience with Blackberry applications.
• Understanding of SLAs and the ability to teach them.
• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• High level of professionalism and ability to maintain confidentiality.
• Possess attention to detail and follow-through.