Help Desk Representative (SCA)

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