Service Desk Tier 1 Technician

About The Role

Peraton is hiring a Service Desk Tier 1 Technician supporting the Enterprise IT contract for NORAD/NORTHCOM. This role is on-site at Peterson AFB in Colorado Springs, CO.

Principal Duties and Responsibilities:

• Implement, manage, and maintain ITIL-compliant Service Desk systems, such as incident tracking systems and self-help tools.
• Serve as the first point of contact for handling customer IT-related incidents and service requests through various channels including phone, email, chat, and self-service.
• Record, track, and document every incident and service request, ensuring clear communication and accurate data collection.
• Provide a customer-facing view to allow all N&NC customers, including subordinates, regions, and sectors, to check the status of their requests in real-time.
• Diagnose, prioritize, and escalate incidents and requests to the appropriate resources when necessary.
• Contribute to knowledge management systems with current information on solutions and troubleshooting steps.
• Proactively communicate incident status and resolution progress to customers and stakeholders.

Qualifications

What you'll need:

• Education: 2 years experience with a BS/BA degree or High School degree with 6 years experience in lieu of a degree
• Proven experience in an IT service desk or technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to multi-task and adapt to changes quickly.
• Excellent customer service skills and the ability to communicate effectively with a diverse user base.
• Experience working with incident tracking systems and service desk software.
• Ability to troubleshoot basic networking, software, and hardware issues
• Certification: IAT II Certification (Security +)
• Clearance: Active Secret Level clearance is required

Details

Target Salary Range: $66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: 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

Application Statements: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.

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