Quick Snapshot
Job Title: Service Desk Agent
Job Type: Not specified; 24x7x365 operational environment
Salary: $39,000 – $62,000
Firm: Peraton
Location: Not specified; remote work responsibilities listed including use of Avaya soft phone and Microsoft Teams; onsite support if applicable
Work Schedule: 24x7x365 operational environment; must maintain proper phone login/logout compliance during assigned shifts
Language: Not specified
Peraton is hiring for Customer Service, Technology, Engineering, and more remote jobs in just about every category.
They offer good benefits and are transparent about pay here.
They have good Glassdoor ratings as well.
What is Peraton?
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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we’re keeping people around the world safe and secure.”
Possible Benefits:
Health & Wellness:
- Medical, Dental, and Vision Care
- TRICARE Supplement
- Comprehensive Mental Health Benefit
- Virtual Physical Therapy
- Diabetes and Weight Management Program
- Surgical and Cancer Support
Finance & Savings:
- 401(k) with Employer Match
- Life, Accident, and Injury Insurance
- Health Savings Account (HSA)
- Flexible Spending Accounts
- Pet Insurance
Work & Family Life:
- Paid Time Off and Holidays
- Short/Long Term Disability
- Fertility and Family Building Program
- Adoption Assistance
- Employee Assistance Program
- Employee Discounts
Job Highlight: Service Desk Agent
We Are Hiring! We are seeking a motivated and detail-oriented Service Desk Agent to join our IT support team. This is an excellent opportunity for individuals looking to build or grow their career in IT support within a fast-paced, 24x7x365 operational environment. You will play a key role in delivering first-level technical support, ensuring timely incident resolution, and maintaining high levels of customer satisfaction.
The Service Desk Agent provides Level 1 IT support by handling service requests and resolving incidents through phone, email, and monitoring tools. This role requires strong communication skills, attention to detail, and the ability to follow established incident management processes.
Key Responsibilities:
Customer Support
- Provide first-level IT support via phone, email, and monitoring systems
- Handle inbound and outbound calls professionally
- Ensure timely review and response to Service Desk mailbox requests
- Maintain proper phone login/logout compliance during assigned shifts
Incident & Service Request Management
- Create, update, and manage incident tickets throughout their lifecycle
- Classify, prioritize, and escalate incidents per established procedures
- Ensure accuracy and completeness of ticket data (categorization, assignment, resolution details)
- Perform proactive outreach for incidents nearing SLA deadlines
- Confirm resolution and conduct quality checks before closing tickets
Monitoring & Escalation
- Monitor alerts using Operation Bridge Manager (OBM)
- Follow documented instructions for alert response
- Escalate high-priority incidents using defined procedures
- Utilize Everbridge tools for escalation and communication
- Document all escalation actions within incident records
Reporting & Documentation
- Create and distribute daily operational reports
- Follow standardized work instructions from internal knowledge bases and SharePoint
- Identify and communicate opportunities for process improvements
Remote Work Responsibilities
- Adhere to all remote work protocols and procedures
- Use Avaya soft phone and Microsoft Teams for communication and collaboration
- Manage bridge lines and call transfers effectively
- Handle elevated access requests and password resets with proper ticket documentation
Onsite Support (if applicable)
- Provide onsite support for remote personnel (location-dependent)
- Assist with vendor/LEU escorts, tape management, and shipping/receiving
- Conduct data center walkthroughs and support hardware installations/removals
- Manage secure access procedures
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.
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 https://www.careers.peraton.com/benefits.
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.
Qualifications
Basic Qualifications:
- High School level plus some advanced training; Minimum of 3 years
- At least 3 years of Service Desk or IT support experience
- Experience with incident ticketing and event management systems
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Must be a US Citizen
- Must be able to obtain and maintain the required agency clearance
Preferred Qualifications:
- Active Public Trust
- ITIL Foundation certification preferred