IT Support Technician

Program Overview

About The Role

Peraton is seeking an IT Support Technician to maintain the operational stability of enterprise platforms by providing hands-on technical support, monitoring and responding to incidents, performing routine maintenance, and execution standard operational procedures in support of FAA BNATCS.

The IT Support Technician provides first line technical assistance and support for hardware, software, network, and system issues. This role assists end‑users, resolves technical incidents, performs routine maintenance, and ensures reliable day‑to‑day operation of IT systems and equipment. The ideal candidate is customer‑focused, organized, and capable of troubleshooting in a fast‑paced environment.

This role ensures reliable day-to-day performance across core infrastructure and end-user platforms by following runbooks, documenting actions, escalating effectively, and partnering with engineering teams to prevent recurrent issues.

Key Responsibilities may include:

• Provide technical support to end‑users for hardware, software, and network‑related issues
  Monitor and respond to alerts, tickets, and service requests to restore service quickly and minimize business impact
• Troubleshoot desktops, laptops, mobile devices, printers, and peripherals
• Install, configure, and update operating systems and software applications
• Troubleshoot and resolve common issues across endpoints, accounts/access, connectivity, productivity tools, and core platform services
• Manage user accounts, permissions, and access in Active Directory and related systems
• Perform initial triage, gather logs/diagnostic info, and escalate with high-quality problem statements
• Execute routine operational tasks and preventive maintenance (Patching support, health checks, backup verification, capacity checks)
• Support uptime and stability of enterprise platforms (identity, endpoint management, file services, collaboration tools, virtualization/cloud services as applicable)
• Provide professional, customer-focused support to internal users and stakeholders
• Support hardware/software setup, troubleshooting, and replacement (laptops/desktops, peripherals, printers, mobile devices, etc.)
• Assist with onboarding/offboarding processes
• Maintain accurate ticket notes, resolutions, and customer communications to support auditability and knowledge reuse
• Coordinate with vendors for RMA, warranty support, and escalations
• Support inventory and lifecycle activities (deployment, refresh, secure disposal) as needed
• Support basic network connectivity troubleshooting (Wi‑Fi, VPN, switches)
• Document issues, resolutions, and procedures in ticketing and knowledge management systems

Qualifications

Required Qualifications

• Minimum of a HS Diploma with 3+ years of professional experience
• Experience supporting Windows and/or Linux devices, common productivity suites, and basic enterprise services
• Strong troubleshooting ability across:
  • Hardware/peripherals and multi-OS issues
  • User account/access issues (password resets, MFA/basic SSO support)
  • Connectivity issues (Wi-Fi/Ethernet, DHCP/DNS fundamentals, VPN basics)
• Experience working in a ticketed support environment using tools such as ServiceNow, Jira Service Management, Zendesk, etc.)
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Excellent troubleshooting, communication, and customer‑service skills
• Ability to follow runbooks/SOPs, document accurately, and escalate with clarity
• Understanding of security best practices for support operations (least privilege, secure handling of credentials, phishing awareness, device encryption)
• Ability to prioritize tasks, manage time, and remain effective during high-volume or incident scenarios
• US Citizenship with the ability to obtain/maintain an FAA Public Trust
• This is a 100% on-site position; Candidates must reside locally and be able to commute to our Chantilly/Herndon, VA or Bowie, MD locations.
• Occasional travel to other local Peraton and customer facilities within the National Capital Region may be required.

Preferred Qualifications

• Working familiarity with one or more enterprise platforms:
• Microsoft 365 / Exchange / Teams / SharePoint
• Active Directory / Entra ID (Azure AD) basics
• Endpoint management (Intune, SCCM/MECM, JAMF)
• Basic virtualization/cloud concepts (VMware, Hyper-V, AWS/Azure fundamentals)
• File services, backups, and basic monitoring tools
• Experience supporting MFA, device compliance, EDR agent health checks, and basic security ticket workflows
• Basic scripting ability (PowerShell / Bash) to assist with repetitive tasks and troubleshooting
• Comp TIA A+, Network+ Microsoft fundamentals (MS-900) or ITIL Foundation certifications

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.