Peraton is seeking a Help Desk Representative to support a Federal customer on site at Fort Huachuca, Arizona. This role focuses on handling inbound interactions, guiding users with non-technical information, and coordinating with the Global Cyber Center to address requests and incidents. The position requires dependable 24/7 shift coverage, including weekends and holidays, to sustain mission readiness.
Responsibilities
- Serve as the initial point of contact for Tier 2 requests escalated to the Global Cyber Center
- Maintain continuous 24/7 shift coverage to support GCC operations, including weekends, holidays, and after hours
- Manage customer interactions to provide support via inbound and outbound calls, chats, email, and internal ticketing escalations
- Create, modify, and escalate incidents or tickets, translating user requests into actionable information for analysts
- Route tickets following 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 importance
- Keep the shift log up to date and ensure clear handoffs between shifts
- Provide reporting as needed
- Maintain a professional demeanor when interacting with military, civilian, and contractor customers
Requirements
- High school diploma plus two years of experience in customer service, inside sales, or help desk roles
- Active DoD Secret clearance
Benefits
- Medical
- Dental
- Vision
- Life insurance
- Health savings account
- Short and long term disability
- Employee assistance program
- Parental leave
- 401(k)
- Paid time off for vacation
- Company paid holidays
Details
Target Salary Range: USD 39,000 to 62,000 per year. This range reflects typical compensation for the position and varies based on factors such as scope of responsibilities, the candidate's experience and education, geographic location, and contract considerations. Depending on the role, overtime, shift differential, and discretionary bonuses may apply.
Benefits Statement: Peraton offers eligible employees a comprehensive benefits package, including medical, dental, vision, life, health savings account, short and long term disability, EAP, parental leave, 401(k), PTO for vacation, and company paid holidays. A full listing of available benefits can be viewed at the Peraton careers site.
Application Statements: The posting is expected to remain open for approximately 30 days from the posting date, though this window may change based on business needs and candidate availability. By applying, you express interest in the role and the company. Applicants may be asked to participate in an on-camera interview and identity verification during the review process.
EEO: Peraton is an equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
