Peraton is seeking a Service Desk Technician to join our team of qualified, diverse individuals on the DOJ EOUSA USAVoice program. This is a hybrid position located in Washington, DC.  

The United States Attorneys organization is comprised of ninety-four (94) Districts with Headquarters and Branch offices in over two-hundred fifty (250) geographically dispersed sites throughout the continental United States, Alaska, Guam, the Marianas Islands, Puerto Rico, Hawaii, and the U.S. Virgin Islands. The Executive Office for United States Attorneys (EOUSA) is responsible for providing administrative, technical, and legal support to all United States Attorneys’ offices (USAOs). EOUSA’s Information Technology (IT) Staffs provide technology solutions to support USAO employees in performing their demanding operational responsibilities. Among the staffs that comprise the EOUSA IT organization is the Enterprise VoIP (EVoIP) Staff, responsible for voice and unified communications services.

Operations & Maintenance (O&M) Service Desk Support

• Configuration and implementation of test and production environments.
• Deployment of operational systems within the USAO customer base.
• Tier 2 user support for USAVoice applications, features and services via the SCSM ticketing system.
• Moves, adds, changes, deletes (MACD) support.
• BroadWorks Call Center support.
• AudioCodes and Edgewater device configuration and support.
• Polycom and Cisco edge device configuration and support.
• USAVoice end user support.
• Ensure timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution and follow-up steps.
• Meet all Service Level Agreements (SLAs) as specified in the Performance of Work Statement (PWS).
• Escalation and management of complex support issues to Tier 3 support
• Telecommunications engineering activities, including coordination with telecommunications vendors for troubleshooting when needed.
• Managing project planning, scheduling, implementation and documentation
• Participate in on-call rotation.
• Other duties as assigned.

Basic Qualifications:

• BS degree and 2-5 years experience or MS degree and 0-2 years experience or high school diploma/equivalent and minimum 6 years experience
• Possess a high level of telecom voice support knowledge.
• Ability to manage multiple projects in different stages simultaneously and demonstrate strong organizational and detail-oriented skills.
• Must possess strong organizational and communication skills while being comfortable communicating recommendations and updates to peers and external vendors.
• Proven ability to work independently as well as with a diverse team of individuals.
• Excellent verbal and written communication and collaboration skills to effectively communicate with both business and technical IT teams.
• Ability to pass a 7 year background investigation, including US Citizenship, credit, criminal and driving record check.
• U.S. Citizenship required; DOJ EOD security clearance.

Preferred Qualifications:

• EVOIP telecommunications analysis experience 
• Experience with PRI provisioning, activation and testing; including number ports, circuit and POTS line ordering and provisioning.
• Prior government contract experience with FTS, Networx, GSA or FAR.
• Knowledge and experience with Voice over IP (VoIP) technologies.
• Cloud Application support experience
• ITIL Certification