IT Help Desk Specialist

Requirements:

• Bring a professional, customer-focused approach to the role.

Responsibilities:

• Serve as the initial contact for Tier 3 requests escalated to the Global Cyber Center.
• Provide continuous 24/7 coverage for the GCC mission, including weekends, holidays, and after-hours shifts.
• Support customers through inbound and outbound calls, chats, email, and internal ticket escalations.
• Create, update, and escalate incidents and tickets, translating user requests into clear information for analysts to troubleshoot.
• Route tickets according to documented procedures.
• Follow up with customers and end users for quality assurance.
• Follow established processes and procedures.
• Monitor shared mailboxes and prioritize incoming emails.
• Maintain the shift log and communicate accurately and clearly during handoffs.
• Prepare reports as needed.
• Maintain a professional demeanor when interacting with military, civilian, and contractor customers.

Technologies:

• Support
• Security
• Nexus

More

We are Peraton, a national security company and mission capability integrator providing enterprise IT solutions and technologies. We support essential government agencies and every branch of the U.S. armed forces, helping address challenges across land, sea, space, air, and cyberspace. We are seeking a Call Center Representative to support our federal customer onsite at Fort Huachuca, Arizona. This non-technical role focuses on processing orders, resolving inquiries, and sharing general information.

last updated 43 week of 2026