Customer Technical Support Specialist

Peraton is hiring a Customer Technical Support Specialist to support our DHS customer at TSA Headquarters in Springfield, VA. You'll be responsible for providing advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs.
 

The position requires on-site work in Springfield, VA.

Day to Day Work Responsibilities: 

• Responsible for coordinating and attending construction/vendor meetings for their respective locations and defining IT requirements for IT related projects. 
• Responsible for the creation and development of project related documentation that includes decision making in resolving issues, making recommendations on Standard Operating Procedures (SOP), developing process flows to perform preventive maintenance, and perform audit activities following O&M related project deployments. 
• Ensures current and accurate IT infrastructure inventory information to include: Completing scheduled and ad-hoc inventories of all IT cabinets and IT cabinet equipment, updating pictures, drawings and asset information in support of O&M projects.  Maintain physical and logical network and cabinet diagrams in the configuration management database (CMDB) using industry standard terms and symbols.
• Responsible for the prioritization and execution of tasks (ranging from moderate to complex) while refining the level of detail associated with requirements gathering and development to estimate the tasks and timelines for O&M projects.   Tasks include: Infrastructure hardware, operational hardware and software refresh activities for sites within the respective areas of responsibility. Duties include performing site surveys, conducting needs analysis, reviewing blueprints/as-builts, and assessing appropriate codes and standards. 
• Develop and maintain SOPs to deliver preventive maintenance and audits for racks/cabinets that contain mission critical TSA infrastructure.
• Deliver engineering assistance and hands-on project support for decommissioning, turnover, or disposal activities.
• Escort and consult with third-party personnel (e.g., manufacturer equipment repair personnel, telecommunications repair personnel) to facilitate restoration of IT/communications equipment or services and maintain positive control of TSA IT infrastructure.
• Travel may be required up to 25% to CONUS and OCONUS site locations to support O&M projects or as needed to support the screening workforce. 
• Responsible for developing and managing site-specific O&M project schedules to include Original Equipment Manufacturer (OEM) and non-TSA system owner participation in the project. These activities require negotiating with the government and being flexible to support the operational priorities for their respective sites.  
• Responsible for supporting and troubleshooting a variety of technologies to include: Cisco switches, fiber backbone, Network interconnectivity, desktops/laptops, tablets, local/network printers/scanners, peripherals, software (COTS, GOTS, Web), network devices, communication devices (cellphones, desk phones and VTC), Electronic Time and Attendance System (eTAS) clocks, Duress Alarms, Transportation Security Equipment (STIP), (recommend keeping language in case they have to support airport activities although this equipment is not in the FAM locations). 
• Coordinates and configures new IT equipment including laptops, mobiles devices, printers, VTC units, VoIP phones and other peripherals in addition to ensuring that the ticketing system captures all up-to-date asset and configuration information.

Basic Qualifications:

• Bachelor’s degree and 0 years’ experience or a High School diploma/equivalent and 4 years' experience. 
• Experience with desk-side IT support and the ability to communicate in a professional manner with senior executive government staff.
• U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Experience with desk-side IT support and the ability to communicate in a professional manner with senior executive government staff.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.).
• Self-motivated and proactive – able to work independently with minimal supervision, identify opportunities and develop new ideas.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Able to plan and prioritize team workload to ensure objectives are achieved on time.
• Experience working in a professional security environment balancing multiple tasks and prioritizing as required.
• Team Player – Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.

Preferred Qualifications:

• Relevant DHS focused experience.
• A+ Certification.
• Network+ Certification.
• Cisco & Microsoft Certifications.
• ITIL4 Certification.
• Experience running and/or managing projects.
• Self-motivated and proactive – able to work independently with minimal supervision, identify opportunities and develop new ideas.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Able to plan and prioritize team workload to ensure objectives are achieved on time.
• Experience working in a professional security environment balancing multiple tasks and prioritizing as required.