Customer Technical Support Specialist

Program Overview

Nationwide program dedicated to maintaining IT infrastructure operations across TSA. Contract supports all US airports and 30+ US Embassy/Consulates international sites across 30 different countries where TSA is present

About The Role

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 , 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.

The position requires on-site work in Springfield VA.

Day to Day Work Responsibilities:

• Perform Tier III problem resolution on the telephone and in person with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
• Possesses a wide range of in-depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.
• Provides expert and second-tier technical support for the installation and repair of complex systems and outages.
• Reviews system and configurations to ensure successful implementation of services into production.
• Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
• Partners with developers and engineers to reduce reoccurring incidents.
• Provides consultative assistance during off hours as needed.
• Assist in developing continuous process improvement for support tools, troubleshooting techniques.
• Collaborate and assist R&D in the testing and optimization of product support techniques and tools.
• Communicate to appropriate internal personnel of issues at a particular account.
• Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
• Determine the troubleshooting workflow and organize support priorities.
• Determine severity and complexity of a reported issue and escalate to the appropriate specialist.

#TSAImpact

Qualifications

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 a 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.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.

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