Help Desk Representative

This onsite role supports a Federal customer at Fort Huachuca, AZ, handling inbound and outbound inquiries along with non-technical support. The position serves as the initial point of contact for Tier 2 requests escalated to the Global Cyber Center.

Responsibilities

• Act as the first point of contact for Tier 2 requests escalated to the Global Cyber Center.
• Maintain 24/7 shift coverage to support the GCC mission, including weekends, holidays, and after hours.
• Handle customer interactions to provide support via inbound and outbound calls, chats, emails, and internal ticketing escalations.
• Create, modify and escalate incidents/tickets, translating user needs into actionable data for analysts during troubleshooting.
• Route tickets in accordance with documented procedures.
• Conduct quality assurance follow-ups with customers and end users.
• Adhere to documented processes and procedures.
• Monitor group mailboxes and prioritize emails by urgency.
• Maintain a shift log and ensure clear communication between shifts.
• Provide reporting as needed.
• Maintain a professional demeanor with military, civilian, and contractor customers.

Requirements

• High school diploma plus 2+ years of customer service, inside sales, and/or help desk experience.
• Active DoD Secret clearance.
• U.S. citizenship required.

Benefits

• Medical
• Dental
• Vision
• Life
• Health Savings Account
• Short-term disability
• Long-term disability
• EAP
• Parental leave
• 401(k)
• Paid time off for vacation
• Company paid holidays

Details

Target Salary Range: $39,000 – $62,000. This range reflects typical compensation for the role and is influenced by factors such as scope and responsibilities, the candidate's experience and education, and geographic and contractual considerations. Depending on the position, overtime, shift differential, and a discretionary bonus may apply.

Benefits Statement: Eligible employees receive a broad benefits package including medical, dental, vision, life, health savings account, disability coverage, EAP, parental leave, 401(k), PTO, and company paid holidays. A full list of available benefits is published at https://www.careers.peraton.com/benefits.

Application Statements: The posting is expected to remain open for approximately 30 days from its date, though this window may be adjusted based on business needs and candidate availability. By applying, you express interest in the role and the company. Review processes may include an on-camera interview and identity verification steps.

EEO: Peraton is an equal opportunity employer, including for individuals with disabilities and protected veterans, in compliance with applicable law.