Call Center Service Representative 3 (SCA)

Application Support Tier 1 Analyst

The Application Support Tier 1 Analyst is responsible for providing first-level service desk support services to all users of Military Health Systems (MHS) which requires familiarity with the supported applications within the MHS environment and hardware and software technical expertise.

Responsibilities:

• First-level support of all inbound calls, generating an incident for all new issues.
• Accurately logging, ticketing, and tracking/owning all incidents.
• Provide accurate, timely, and professional resolution on all supported issues.
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough and professional follow-up on all incidents.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.
• Efficiently and accurately resolving all assigned incidents.
• Identify and document incident resolution and support knowledge.
• Timely and accurate completion of all assigned duties.
• Maintain dependable attendance and schedule adherence.

Required Qualifications:

• High School with 2 years experience
• Must be US Citizen
• Ability to obtain Department of Defense security clearance (ADP II Public Trust)
• Strong critical thinking skills that facilitate expedient problem solving
• Must be capable of supporting and maintaining proficiency for a wide range of services
• The ability to effectively communicate technical matters to a non-technical audience
• Strong customer service and communications skills
• Must be able to multi-task in a fast-paced environment with shifting priorities
• Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint)
• Familiar with Service Desk support methodology

Desired Qualifications:

• Familiarity with Military Health Systems is preferred
• Relevant technical certifications preferred
• Familiar with ITIL (certification preferred)
• HDI certification preferred

Peraton Overview

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.

Target Salary Range

$30,000 - $48,000. 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.

EEO

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