IT Service Desk Analyst II

Peraton is seeking a IT Service Desk Analyst II to join our team of qualified, diverse individuals. This position is located in Irvine, California.

Day to Day Work Responsibilities:

Performs Tier II 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.
• 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.
• Provides expert and second tier technical support for the installation and repair of complex systems and outages.
• Assist in creating trending analysis reports using Excel and ServiceNow.
• Document all reported issues and resolutions into a ticketing system (ServiceNow).
• 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.
• Assist in developing continuous process improvement for support tools, troubleshooting techniques.
• Escalate complex issues to senior technical staff or management as necessary.
• Track and monitor the status of all open tickets to ensure timely resolution and client satisfaction.
• Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
• Determine severity and complexity of a reported issue and escalate to the appropriate specialist.
• Provide training and support to end-users on new applications, hardware or software as needed.
• Provide excellent customer service to users by understanding their needs and responding promptly to their requests or incidents.
• Active Directory (onboarding and offboarding accounts) File and Print services, shares and Group Policy.

Required Qualifications:

• High School graduate with 3 Years experience.
• Must be a U.S. Citizen
• Excellent communication skills, both verbal and written.
• Technical proficiency in common software and hardware technologies.
• Ability to work under pressure and meet strict deadlines.
• Advance experience using Excel for trending analysis.
• Experience with MS Office applications, OneDrive, VPN (Global protect etc.), Active Directory, ServiceNow
• Experience supporting VMware, vCenter, Intune, Azure

Desired Qualifications:

• ITIL V2, V3 and V4 a plus
• A+ or other certifications are a plus.
• Bachelor Degree in IT field

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

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.