Peraton is seeking a Desktop Support Specialist to join our team of qualified and diverse individuals. The Desktop Support Specialist will be a member of the Department of State (DOS) Bureau of 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 Desktop Support Specialist reports to the Desktop Support Manager and is a member of the Desktop Support Team, which provides 5x12 technical support of desktop, applications, and related technologies for users in accordance with DOS policies and procedures, ensures all desktops meet minimum requirements, and provides proactive and reactive surge desktop support Tier II services.

Responsibilities

• Resolve customer hardware, O/S, software, and connectivity issues.
• Maintain system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and reduce Mean Time-to-Repair for increased customer productivity.
• Reimage PCs/laptops when needed.
• Perform periodic PC refreshes and Windows updates.
• Recover desktop images from malware and ransomware.
• Recover PCs/laptops from hard drive crashes.
• Perform monthly patch management of customer IT environment.
• Perform device Installs, Moves, Adds, Changes and Deletions on customer devices through proper Change Control and backups.
• Maintain inventories of hardware and software licenses in conjunction with the Asset Management Team.
• Analyze, troubleshoot, and diagnose computer hardware, O/S, software, and network issues onsite at customer locations.
• Review customers’ feedback about their experience with the Desktop Support team.

• Prepare daily reports that summarize achievements and upcoming goals for yourself and the team.

   

Desktop Support Specialists who thrive on the CAEIO program:

• Approach opportunities and challenges with a customer-centric mindset.
• Demonstrate flexibility by managing multiple tasks and reprioritizing tasks – often to meet tight and periodically changing deadlines.
• Recognize the importance of continuous improvement – for example, by reviewing and acting on customers’ feedback about their experience with the Desktop Support team.
• Demonstrate consistent professional written and interpersonal skills when communicating with customers and colleagues.

Core Work Schedule: 7:00 AM – 7:00 PM with 24/7 support across 3 shifts during task force operations.

Work Location: 600 19th Street NW, Washington, DC 20006

Required Qualifications

• U.S. citizenship and an active SECRET Government Security Clearance.
• At least 2 years’ experience in IT-related work supporting end-user computing devices.
• Experience working with different operating systems, including Windows and Mac OS.

Desired Qualifications

• Comp TIA, A+ Certification
• MCSE Certification
• ITIL v3 Certification
• HDI-CSR Certification
• Experience using Remedy or ServiceNow as a CRM
• Experience providing desktop support to a federal government agency; experience in the Department of State IT environment is highly desirable.

Education and Experience: High school diploma (or equivalent) and 9 years of experience; Associate degree and 7 years of experience; Bachelor's degree and 5 years of experience; Master's degree and 3 years of experience.