Tier I Service Desk Analyst

Peraton is seeking a Tier I Service Desk Analyst to join our team of qualified, diverse individuals. This position is located in St. Louis, MO. The qualified applicant will become part of Peraton's Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, for the US Coast Guard (CG). This initiative is modernizing and consolidating the operational environment under a common technology framework in order to better support the services provided to CGs customers.

Day to Day Work Responsibilities:

Provides technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs.
• Performs Tier I problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
• Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.
• Reviews system and configurations to ensure successful implementation of services into production.
• 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 severity and complexity of a reported issue and if necessary escalate to the appropriate specialist.
• Determine the troubleshooting workflow and organize support priorities.
• Works under general supervision, providing solutions to technical problems of moderate scope/complexity.

#USCGIMS

Basic Qualifications:

• High School Diploma or Equivalent
• U.S. Citizenship required; must have the ability to obtain a Secret clearance.
• Experience using Remedy software (or similar tool) to track incidents and service requests through the full lifecycle
• Experienced with frequent use and application of technical standards, principles and theories
• Must have ability to work shift work. Must have flexibility work any of the below shifts to be considered:

  • 6am-2:30pm CST

    2:30pm-10:30pm CST

    10:30pm-6:30am CST

Preferred Qualifications:

• Security+ certification preferred

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.