Call Center Service Representative 4 (SCA)

About Peraton

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.

Program Overview

About The Role

The Application Support Tier 1 Analyst is responsible for providing first-level Service Desk support services to all users of Military Health Systems (MHS) which requires familiarity with the supported applications within the MHS environment and hardware and software technical expertise.

Responsibilities:

• First-level support of all inbound calls, generating an Incident for all new issues.
• Accurately logging, ticketing, and tracking/owning all incidents.
• Provide accurate, timely, and professional resolution on all supported issues.
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough and professional follow-up on all Incidents.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.
• Efficiently and accurately resolving all assigned Incidents.
• Identify and document Incident resolution and support knowledge.
• Timely and accurate completion of all assigned duties.
• Maintain dependable attendance and schedule adherence.

Qualifications

• High School with 4 Years Experience
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Strong critical thinking skills that facilitate expedient problem solving
• Must be capable of supporting and maintaining proficiency for a wide range of services
• The ability to effectively communicate technical matters to a non-technical audience
• Strong customer service and communications skills
• Must be able to multi-task in a fast-paced environment with shifting priorities
• Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint)
• Familiar with Service Desk support methodology

Desired:

• Familiarity with Military Health Systems is preferred
• Relevant technical certifications preferred
• Familiar with ITIL (certification preferred)
• HDI certification preferred

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.

EEO:Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.