Peraton is seeking a Field Support Technician II to join our team of qualified, diverse individuals. This position is located at Irvine, California. We are looking for an experienced IT Field Technician II to join our team.

You will travel to client locations for installations, maintenance, and provide technical support.  

This may include working with workstations, email, printers, video conferencing equipment, mobile devices, and VPN. For customers who have connectivity or hardware issues, you will troubleshoot via online chat, phone, or in-person to fix the problem.

Day to Day Work Responsibilities:

• Performs Tier II problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
• Possesses a wide range of in-depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Provides expertise for the resolution of technical problems, troubleshoots products.
• Provides expert and second tier technical support for the installation and repair of complex systems and outages.
• Familiar with ServiceNow or other Incident Management systems.
• Documents all reported issues and resolutions into a ticketing system (ServiceNow).
• Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair.
• Assists in developing continuous process improvement for support tools, troubleshooting techniques.
• Escalates complex issues to senior technical staff or management as necessary.
• Tracks and monitor the status of all open incidents to ensure timely resolution and client satisfaction.
• Determines severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
• Provides training and support to end-users on new applications, hardware or software as needed.
• Provide excellent customer service to users by understanding their needs and responding promptly to their requests or incidents.
• Troubleshoot Network connectivity incidents.
• Active Directory (onboarding and offboarding accounts) File and Print services, shares and Group Policy.

Benefits:

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.

Basic Qualifications:

• High School graduate with 3 years experience .
• Must be a U.S Citizen and have the ability to pass a polygraph with the CA Irvine Police Dept.
• Must have executive support experience, with the abbility to provide white glove treatment. 
• Extensive experience with MS Office applications, OneDrive, VPN (Global protect etc.), Active Directory, ServiceNow
• Working experience supporting VMware, vCenter, Intune, Azure
• Excellent communication skills, both verbal and written (very important).
• Technical proficiency in common software and hardware technologies.
• Ability to work under pressure and meet strict deadlines.
• Experience with MS Office applications, OneDrive, VPN (Global protect etc.), Active Directory, ServiceNow

Desired Qualifications:

• ITIL V2, V3 and V4 a plus
• A+ or other certifications are a plus.
• Bachelor Degree in IT field