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 escalate 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