Desktop End User Support Analyst

Peraton is seeking a talented

• Troubleshoot end user issues, perform root cause analysis, create plans outlining appropriate action to remediate issues and provide end-user support.
• Research, resolve and respond to questions received via Service Manager ticketing system. Track the total life cycle of the tickets.
• Utilize User experience monitoring tools to fully document and understand the customers desktop environment.
• Create and manage a repository of reports and user experience assessments which will be used to brief interested parties.
• Setup, manage and maintain an end user desktop monitoring environment.
• Act as a liaison between end users, engineers and executive management.

• Bachelor's degree, or a combination of experience and training, and two (2) years of related professional experience.
• At least two (2) years providing troubleshooting support and engaging with end users.
• One (1) year of demonstrated work experience with windows desktop support software.
• At least one (1) year of demonstrated work experience with a user experience monitoring tool like Liquidware labs Stratusphere, Aternity or other similar user experience monitoring tool.
• At least one (1) year of demonstrated work experience with windows infrastructure systems (Active Directory, DNS, DHCP, etc).
• At least one (1) year of demonstrated work experience with workstation hardware components (NIC cards, hard drives, CPU, memory, etc).
• A current Top Secret security clearance with SCI eligibility and the ability to obtain a polygraph.

• Have a demonstrated track record of problem-solving and trouble-shooting skills related to hardware and software interaction.
• Knowledge of Service Manager and Agile methodology.
• Ability to work on a team as well as independently with minimal supervision.
• Ability to learn new technologies and processes.
• Good organization skills with ability to prioritize.