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Help Desk Representative (SCA)

Peraton Fort Huachuca, AZ

Fort Huachuca, AZ

Today

$39k - $62k/yr Full time 24/7 Coverage Computer Skills Customer Support

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Job Description

Peraton is hiring an onsite Help Desk Representative for a Federal customer at Fort Huachuca, AZ, serving as a first contact for support requests and coordinating escalations to the Global Cyber Center.

Responsibilities

Serve as the first point of contact for Tier 2 requests escalated to the Global Cyber Center
Provide continuous 24/7 shift coverage supporting the GCC mission, including work on weekends, holidays, and after hours
Handle customer support interactions including inbound and outbound calls, chats, email, and internal ticketing escalations
Create, modify, and escalate incidents/tickets by translating user requests into a logical format for analyst troubleshooting
Route tickets according to documented procedures
Conduct quality assurance follow-up with customers and end users
Comply with documented processes and procedures
Monitor group mailboxes and prioritize emails in order of importance
Maintain a shift log to ensure accurate, thorough, and clear communication from shift to shift
Provide reporting as needed
Maintain a professional demeanor with military, civilian, and contractor customers

Requirements

HS diploma
+2 years of customer service, inside sales and/or help desk experience
Active DoD Secret clearance

Compensation

$39,000 - $62,000 per year
Depending on position, eligibility may include overtime, shift differential, and a discretionary bonus in addition to base pay

Benefits

Medical
Dental
Vision
Life
Health savings account
Short/long term disability
EAP
Parental leave
401(k)
Paid time off (PTO) for vacation
Company paid holidays

A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.

Application Process

Estimated application period: 30 days from the job posting date
By applying, you express interest in the role and the Company
During review, you may be required to participate in an on-camera interview and an identity verification process

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