Customer Technical Specialist

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.

Peraton is hiring Customer Technical Specialists to support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer at airports across the U.S. The primary duties are to provide IT related operational and project support for the Federal Security Director, staff, and the screening workforce. Roles and responsibilities include delivering professional, high-quality services and a variety of technologies across the airport as well as off-site locations. Additionally, the role will be responsible for providing technical guidance for directing and monitoring information systems operations while adhering to contracted service level agreements which require using judgment in maintaining IT operations, making recommendations, supporting multiple Operations and Maintenance (O&M) project related activities.

The position requires on-site work at our Des Moines, IA location.
• Must be willing to Travel up to 25%.

Day to Day Work Responsibilities:

• Provide hands-on technical support for a wide range of IT and network systems including:
  • Cisco switches, fiber backbones, and network infrastructure
  • Desktops, laptops, tablets, printers, scanners, and peripherals
  • Communication equipment (VoIP phones, cell phones, VTC units)
  • Transportation security systems such as duress alarms and Electronic Time and Attendance System (eTAS) clocks
• Troubleshoot and resolve hardware, software, and network issues both remotely and in-person.
• Perform installation and configuration of end-user devices such as laptops, mobile devices, VTC units, and other peripherals.
• Support infrastructure components like fiber backbones, patch panels, and network interconnectivity, ensuring secure and reliable communications.
• Log and manage updates through a ticketing system, maintaining accurate asset and configuration records.
• Conduct routine IT inventory audits, update cabinet documentation, and ensure equipment records are current.
• Partner with Peraton leadership to recommend technology and process improvements that enhance service delivery and customer experience.
• Deliver support with a professional presence - often directly assisting senior government personnel in high-profile environments.
• Provides technical support for end user devices hardware (laptops, desktops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), network infrastructure (routers, switches, etc.), Voice over Internet Protocol (VoIP), audiovisual display systems, analog and wireless technologies.
• Schedules and coordinates customer desk-side support for the installation of new software or to performance hardware or software break/fix activities.
• Investigates and resolves all connectivity issues related to end-user, site infrastructure and STIP IT equipment.

#TSAImpact

Basic Qualifications:

• Bachelor's degree and 0 years' experience or Associate's degree and 2 years' experience or HS diploma/equivalent and 4 years experience.
• U.S. Citizenship, must have the ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.
• Experience with desk-side IT support.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.)

Preferred Qualifications:

• Relevant DHS focused experience
• A+ Certification
• Network+ Certification
• Cisco & Microsoft Certifications
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Ability to communicate in a professional manner with senior executive government staff.

Physical Requirements:

• Ability to spend 4+ hours per day on your feet, often walking long distances throughout airport and office environments to support customer equipment.
• Ability to lift 40-50 pounds when installing IT equipment.
• Ability to push/pull carts to transport equipment.
• Ability to kneel, bend, and reach under desks to connect or repair cabling, and connect patch cables from patch panels to network switches.
• Physical activity may include climbing ladders, stooping, kneeling, crouching, reaching, walking, pushing, pulling, lifting, grasping, and using hand tools.
• Required to have close visual acuity to perform activities such as viewing a computer terminal.
• Subject to hazards such as proximity to moving mechanical parts, moving vehicles, and electrical current.

Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.