IT Support Administrator

Peraton is currently seeking a IT Support Administrator to join our team of qualified, diverse individuals. The qualified applicant will become part of Peraton’s HHS OIG Information Technology Service Desk Support and Engineering Services Program. The IT Support Administrator provides technical assistance to HHS-VIP and HHS users, answers questions; resolves computer problems for clients in person, or via telephone or electronically; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. This position is remote with onsite travel as needed that supports, HHS OCIO VIPs that are virtual (Los Angeles).

What you’ll do: 

• Provide responsive, reliable, and consistent service delivery.
  Provide IT services that appropriately respond to the time-sensitive needs of customers,
• Provide prompt referrals and escalations to an appropriate IT support service option.
• Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.
  Respond to and diagnoses problems through discussion with users.
• Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provide support to end users on a variety of issues related to applications and web applications.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulate or recreate user problems to resolve operating difficulties.
  Recommend systems modifications to reduce user problems.

Required Qualifications:

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD
• Minimum of 2 years of experience working in a help desk environment with ServiceNow tools.
• Must be a US Citizen
• Ability to obtain and maintain a Public Trust Clearance.
• Must reside within 50 miles of Los Angeles.

Preferred Qualifications:

• Prior experience with HHS and/or the Office of Inspector General customer, is a plus.
• Must have great oral and written communication skills. 
• Experience MS Office Suite, including Outlook, Word, Excel, and PowerPoint
• Ability to effectively work independently and as a member of a team.
• Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.