Customer Technical Support Specialist

Responsibilities

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.

Qualifications

Basic Qualifications :

Preferred Qualifications :

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains : land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$39,000 - $62,000. 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.

EEO

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