Considered industry renowned experts in a specialized field, (i.e., signals, threat, intelligence, security) with distinguished careers in solving very complex problems. Provides technical knowledge and analysis of highly specialized applications and operational environments, high-level functional systems analysis, design, integration, documentation, and implementation advice on exceptionally complex problems that need extensive knowledge of the subject matter for effective implementation. Participates, as needed, in all phases of large complex programs with an emphasis on planning, analysis, testing, integration, documentation, and presentation phases. Applies principles, methods, and knowledge of the functional area of expertise to specific task order requirements, advanced mathematical principles, and methods to exceptionally difficult and narrowly defined problems.

Key Responsibilities:

Provide technical and subject matter expertise to end users around the world, including business process subject matter expertise on acquisition and assistance issues.
• Provide expert level troubleshooting.
• Manage, track, monitor, and/or resolve all Tier 2/3 technical and functional related incidents within SLA requirements.
• Coordinate and work with other service desks as needed to resolve issues.
• Maintain SOPs and quick reference documentation for Service Desk activities.
• Maintain Service Desk configurations and workflows.
• Maintain a knowledge base of FAQs for Tier 2 as well as Tier 3 issues.
• Work independently and take initiative to do what is needed to meet SLA requirements.
• Support individuals at many different levels from within and from outside of the organization
• Experience performing customization and integration.
• Manage, administer, configure, maintain, and support all system environments (dev, test, etc)
• Provision and manage user accounts.
• Maintain internal application security, including Security Groups, Sites, Document Sharing, etc.
• Maintain and manage all other configuration aspects of the system.
• System troubleshooting and report any software related issues.
• Performance Testing and extended support for Fiscal Year End support services
• Provide documentation library, standard documents, templates, and reports as required.

*Contingent on Contract Award*

Basic Qualification:

• U.S. Citizen
• An active SECRET or the ability to obtain a SECRET Clearance.
• Bachelor's degree with 0 - 2 years, or master's degree with 0 years of experience; Experience will be considered in lieu of degree
• Ability to perform as a Tier 2 SME on PRISM based application interfacing Tier 1 and Tier 3 Service Desk functions.
• Ability to work various shifts to support a global user community.
• Knowledge and experience working with Service Now
• Experience in a Service Desk environment working under SLAs.
• Experience supporting USAID Global Acquisition and Assistance System (GLAAS) a plus.

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.