Tier 1 Help Desk Technician

Peraton is seeking a Tier 1 Help Desk Technician to join our team of qualified and diverse professionals supporting our Department of Energy (DOE) customer. The successful candidate will provide first line technical support to end users by troubleshooting common hardware, software, and access related issues while delivering excellent customer service.

This position is fully remote.

Day to Day Roles and Responsibilities:

• Provide front-line support for Windows desktop systems, including troubleshooting software, hardware, and user-access issues  
• Assist users with peripheral devices, such as printers, webcams, iPads, iPhones, and other common workplace equipment  
• Support and troubleshoot Microsoft Office applications, including Outlook, Word, Excel, Teams, and related tools  
• Log, track, and resolve support tickets in a timely and organized manner  
• Escalate issues to higher-level support teams when necessary  
• Deliver excellent customer service by communicating clearly, listening actively, and maintaining a calm, professional demeanor  
• Guide users through solutions step-by-step, ensuring they understand the resolution  
• Follow established procedures and contribute to documentation of common issues and solutions 

Basic Qualifications:

• High school diploma or equivalent and 1 year of experience.
• Must be a U.S. citizen and eligible to obtain and maintain the required Department of Energy (DOE) security clearance.

• Basic knowledge of Windows operating systems, desktop applications, and common hardware and software troubleshooting.

• Familiarity with IT ticketing systems, incident documentation, and established escalation procedures.

• Basic experience assisting users with password resets, account lockouts, access issues, and common technical problems.

• Strong customer service and communication skills, with the ability to troubleshoot issues, explain solutions in user friendly terms, and remain professional under pressure.

• Ability to prioritize support requests, follow IT security procedures, and work effectively in a team environment.

Preferred Qualifications:

• CompTIA Security+, A+, or Network+ certification.
• Experience using ServiceNow or another IT service management ticketing system.
• Experience providing Tier 1 help desk, service desk, or technical support in an enterprise environment.
• Familiarity with mobile device support, including iPads and iPhones.
• Basic understanding of networking concepts, including connectivity and network troubleshooting.
• Experience supporting a federal government contractor or government agency.
• Experience working in an environment with established service level agreements (SLAs), ticketing procedures, and escalation processes.