Customer Technical Specialist III

Peraton is currently seeking a Computer User Support Specialist to join our team of qualified, diverse individuals. The qualified applicant will become part of Peratons HHS OIG Information Technology Service Desk Support and Engineering Services Program. The IT Service Desk Technician provides technical assistance to HHS-VIP and HHS users, answers questions; resolves computer problems for clients via telephone or electronically, and onsite as needed; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Roles and Responsibilities:

• Provide responsive, reliable, and consistent service delivery to all users including VIPs.
• Provide IT services that appropriately respond to the time-sensitive needs of customers,
• Provide prompt referrals and escalations to an appropriate IT support service option.
• Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
• Respond to and diagnoses problems through discussion with users.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email and personnel requests for technical support.
• Document, track, and monitor Incidents in the ITSM system (ServiceNow ITSM) to ensure a timely resolution.
• Interact with Tier 3 for effective escalations to ensure prompt resolution.
• Provide onsite support to users once per week at the HHS OIG Regional Office, and as needed for additional onsite dispatch.
• Provide smart hands support to Tier 3 personnel when onsite.

Do you have experience in Ticketing system technical support?, Do you have a Master’s degree?, Public Trust Clearance Required - This means being a US Citizen or a green card holder with a minimum of 6 years in the US and having an active Public Trust clearance, Required: To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:

• 2 years of experience with a Bachelors; 0 years of experience with Masters, or 4 years with High School diploma.
• This position requires US Citizenship and a public trust clearance.
• 1 year of experience working in a help desk environment with ITSM tools, preferably ServiceNow tools.

** Philadelphia, PA (must reside within 55 mile radius of Regional Office)

4.34.3 out of 5 stars Home, PA $26.50 an hour - Contract, Pulled from the full job description

• Health insurance
• 401(k) matching, Join the TASC Technical Services team, with 30 years of excellence in the staffing industry! We offer competitive benefits including health care plans, a 401k plan with company match, and a weekly paycheck with direct deposit. Additionally, we follow all state and federal guidelines for compensated time off. TASC Technical Services is an Equal Opportunity Employer.