Tier 1 Help Desk Technician

Program Overview

About The Role

Position Overview

The Tier 1 Help Desk Technician serves as the first point of contact for technical support requests across the organization. This role is ideal for someone who enjoys solving problems, communicating clearly, and helping users feel supported and confident with their technology.

Key Responsibilities:

• Provide front-line support for Windows desktop systems, including troubleshooting software, hardware, and user-access issues

• Assist users with peripheral devices, such as printers, webcams, iPads, iPhones, and other common workplace equipment

• Support and troubleshoot Microsoft Office applications, including Outlook, Word, Excel, Teams, and related tools

• Log, track, and resolve support tickets in a timely and organized manner

• Escalate issues to higher-level support teams when necessary

• Deliver excellent customer service by communicating clearly, listening actively, and maintaining a calm, professional demeanor

• Guide users through solutions step-by-step, ensuring they understand the resolution

• Follow established procedures and contribute to documentation of common issues and solutions

Qualifications

Required Qualifications

• High School diploma; Minimum of 3 years experience

• Strong customer service orientation with the ability to remain patient, composed, and effective under pressure

• Solid understanding of Windows operating systems and common desktop applications

• Familiarity with mobile device support, especially iPads and iPhones

• Basic knowledge of networking concepts (preferred but not required )

• Strong communication skills and the ability to explain technical concepts in user-friendly terms

• Ability to multitask, prioritize, and manage time efficiently

• Calm, empathetic, and solution-focused when working with users

• Eager to learn and grow within an IT support environment

• Comfortable working in a fast-paced environment with a variety of technical challenges

• Team-oriented, reliable, and proactive

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $51,000 - $82,000. 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

Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.