Help Desk Representative

About The Role Peraton is looking for a Help Desk Representative to help our Federal Customer onsite at Fort Huachuca, AZ. This person will answer incoming calls from Customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature. Responsibilities First point of contact for Tier 2 requests that are escalated to the Global Cyber Center Ensure continuous 24/7 shift coverage to support the GCC mission, which entails working on weekends, holidays, and after hours. Responsible for handling customer interactions to provide support (inbound/outbound calls, chats, email, and internal ticketing escalations) Create, modify and escape incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting Route tickets in accordance with documented procedures Perform quality assurance follow-up with customers/end users Comply with documented processes and procedures Monitor group mailboxes and prioritize emails by order of importance Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift Provide reporting (as needed) Maintain a professional demeanor with our military, civilian and contractor customers Qualifications HS diploma +2 years of customer service, inside sales and/or help desk experience Details Target Salary Range: $39,000 - $62,000. 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 https://www.careers.peraton.com/benefits. EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law. #J-18808-Ljbffr