Service Desk Technician

Peraton is seeking an experienced, self-directed, Service Desk Technician.  This position is in support of a Department of Defense (DoD) organization, US EUCOM located OCONUS in Stuttgart, Germany.  This position is required to travel OCONUS. 

Responsibilities:

• The Service Desk Technician is responsible for maintaining, analyzing, troubleshooting and repairing personal computer systems, hardware, software, computer peripherals, and end user devices. Assist users via remote access and phone.
• Provide Tier 1/2 level support to users in resolving problems using service desk center tools. Support in the areas of electronic mail, account creation and maintenance, standard desktop applications, and above baseline COTS and GOTS applications.
• Triage and troubleshoot incoming issues and work with other teams as needed to identify root cause and resolution.  Ensure tickets are addressed within identified Critical Success Factors (CSF) and in alignment with ITIL best practices.
• Ensure all actions are professionally and thoroughly documented within the ticketing system. Multiple device configuration including end user device support may be required. Assist in the creation and maintenance of documentation and SOPs.
• Candidates need excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity.  They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. Other duties as assigned.
• The successful candidate must be able to communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner.  The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts.  The candidate must be experienced in interfacing with both client managers and system users.  
• Specifically the Service Desk Technician will be responsible for supporting systems, users and applications on a geographically dispersed Windows 10 Enterprise network. Provide Event Management, Incident Management, Problem Management, Request Fulfillment, Change Management, and Change Evaluation support. Provide Enhanced Trusted Agent (ETA) Support Services and Multi-Factor Authentication support services. Provide 24x7x365 support.

What you will need:

• US Citizen and currently hold an adjudicated Secret Clearance and be able to maintain
• BA/BS + 3 years recent specialized or AA/AS + 7 years recent specialized or a major cert + 7 years recent specialized or 11 years of recent specialized experience
• Service Desk Level Certifications: Modern Desktop Administrator Associated: MS 365; Administration Associates, MS 100 and MS 10 Microsoft Enterprise; Microsoft Azure, etc. (No Waiver)
• Basic Server Knowledge Level Training (certificate required)
• CompTIA Security + (IAT Level II or greater)
• An active certification IAW DoD 8570.1 Technical Level II or greater
• Computing Environment (CE) certificate or training equivalent

Desired:

• ITIL v3 – Foundation
• CompTIA A+/Network+
• Automation using Microsoft PowerShell, VBScript, or batch files
• Experience with Citrix application and desktop virtualization
• Adaptable to changing circumstances and operational needs
• Understanding of Department of Defense Military standards
• Experience working with and supporting Cisco Routers and Switches
• Experience with DoD IT security requirements
• Experience with Virtual Desktop environments
• Possess good communication and customer support skills
• Shift work (Capable of working day/night shift and weekends)
• Understanding of Department of Defense Military Standards