Customer Technical Support Specialist

Join Our Mission-Driven Team as a Customer Technical Specialist –  On-site in Springfield, Virginia

Peraton is seeking a Customer Technical Specialist to be part of a high-impact, hands-on team supporting the U.S. Department of Homeland Security (DHS) at the TSA Headquarters in Springfield, VA. As a Customer Technical Specialist, you’ll play a pivotal role in keeping our nation’s transportation infrastructure running securely and efficiently. You’ll provide both remote and on-site support, ensuring end-user devices and network systems are fully operational for new installations and break/fix incidents.

This is a 100% on-site role with up to 25% travel, ideal for a tech-savvy professional who excels in a hands-on, fast-paced environment. If you have a passion for problem-solving, delivering exceptional customer service, and supporting national security, this is your chance to make a meaningful impact on a mission that truly matters.

Day to Day Work Responsibilities:

• Deliver exceptional IT services and technical support across TSA facilities and remote locations, ensuring operational excellence.

• Maintain accurate and up-to-date IT infrastructure inventories across all assigned sites.
• Diagnose and resolve technical issues involving Cisco switches, fiber infrastructure, network connectivity, computing devices, printers/scanners, communication tools, eTAS time clocks, duress alarms, and transportation security equipment.

• Conduct site surveys, perform detailed needs assessments, interpret blueprints and schematics, and ensure alignment with industry codes and standards.

• Provide technical leadership for equipment decommissioning, asset turnover, and disposal initiatives.

• Configure and deploy IT equipment such as laptops, mobile devices, printers, video conferencing systems (VTC), VoIP phones, and related peripherals.

• Establish and maintain SOPs to support preventive maintenance and system audits for IT infrastructure housed in racks and cabinets.

• Escort and collaborate with third-party service providers to ensure timely restoration and repair of IT and communication systems.

• Gather requirements and create accurate estimates for task execution and project timelines, including hardware refreshes and software upgrades.

• Develop, manage, and monitor site-specific project schedules, ensuring deliverables are met on time and within scope.

• Diagnose and resolve technical issues involving Cisco switches, fiber infrastructure, network connectivity, computing devices, printers/scanners, communication tools, eTAS time clocks, duress alarms, and transportation security equipment.

• Provide oversight of daily information systems operations, ensuring all technology functions are optimized and secure.

#TSAImpact

Basic Qualifications:

• Bachelor’s degree and 0 years’ experience or Associate’s degree and 2 years’ experience or HS diploma/equivalent and 4 years relevant experience.  
• U.S. Citizenship required; Must have the ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.
• Experience supporting end-user IT hardware and software in a desk-side or field service environment.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.)
• Physical ability to:
  • 4+ hours per day walking long distances within the airport and offices to support customer equipment.
  • Kneel, bend, or reach under desks and cabinets and ability to connect patch cables from patch panel to network switch.
  • Lift up to 40-50 lbs. and push/pull equipment carts.

Preferred Qualifications:

• Relevant DHS focused experience.
• A+ Certification.
• Network+ Certification.
• Cisco & Microsoft Certifications.
• ITIL4 Certification.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.