Service Desk Agent

We Are Hiring! We are seeking a motivated and detail-oriented Service Desk Agent to join our IT support team. This is an excellent opportunity for individuals looking to build or grow their career in IT support within a fast-paced, 24x7x365 operational environment. You will play a key role in delivering first-level technical support, ensuring timely incident resolution, and maintaining high levels of customer satisfaction.

The Service Desk Agent provides Level 1 IT support by handling service requests and resolving incidents through phone, email, and monitoring tools. This role requires strong communication skills, attention to detail, and the ability to follow established incident management processes.

Key Responsibilities:

Customer Support

Provide first-level IT support via phone, email, and monitoring systems
• Handle inbound and outbound calls professionally
• Ensure timely review and response to Service Desk mailbox requests
• Maintain proper phone login/logout compliance during assigned shifts

Incident & Service Request Management

• Create, update, and manage incident tickets throughout their lifecycle
• Classify, prioritize, and escalate incidents per established procedures
• Ensure accuracy and completeness of ticket data (categorization, assignment, resolution details)
• Perform proactive outreach for incidents nearing SLA deadlines
• Confirm resolution and conduct quality checks before closing tickets

Monitoring & Escalation

• Monitor alerts using Operation Bridge Manager (OBM)
• Follow documented instructions for alert response
• Escalate high-priority incidents using defined procedures
• Utilize Everbridge tools for escalation and communication
• Document all escalation actions within incident records

Reporting & Documentation

• Create and distribute daily operational reports
• Follow standardized work instructions from internal knowledge bases and SharePoint
• Identify and communicate opportunities for process improvements

Remote Work Responsibilities

• Adhere to all remote work protocols and procedures
• Use Avaya soft phone and Microsoft Teams for communication and collaboration
• Manage bridge lines and call transfers effectively
• Handle elevated access requests and password resets with proper ticket documentation

Onsite Support (if applicable)

• Provide onsite support for remote personnel (location-dependent)
• Assist with vendor/LEU escorts, tape management, and shipping/receiving
• Conduct data center walkthroughs and support hardware installations/removals
• Manage secure access procedures

Basic Qualifications:

• High School level plus some advanced training; Minimum of 3 years
• At least 3 years of Service Desk or IT support experience
• Experience with incident ticketing and event management systems
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Must be a US Citizen
• Must be able to obtain and maintain the required agency clearance

Preferred Qualifications:

• Active Public Trust
• ITIL Foundation certification preferred

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.