Customer Technical Support Specialist

Join Our Mission-Driven Team as a Customer Technical Specialist - On-site in Springfield, Virginia

Peraton is seeking a Customer Technical Specialist to be part of a high-impact, hands-on team supporting the U.S. Department of Homeland Security (DHS) at the TSA Headquarters in Springfield, VA. As a Customer Technical Specialist, you'll play a pivotal role in keeping our nation's transportation infrastructure running securely and efficiently. You'll provide both remote and on-site support, ensuring end-user devices and network systems are fully operational for new installations and break/fix incidents.

This is a 100% on-site role with up to 25% travel, ideal for a tech-savvy professional who excels in a hands-on, fast-paced environment. If you have a passion for problem-solving, delivering exceptional customer service, and supporting national security, this is your chance to make a meaningful impact on a mission that truly matters.

Day to Day Work Responsibilities:

Deliver exceptional IT services and technical support across TSA facilities and remote locations, ensuring operational excellence.

• Maintain accurate and up-to-date IT infrastructure inventories across all assigned sites.
• Diagnose and resolve technical issues involving Cisco switches, fiber infrastructure, network connectivity, computing devices, printers/scanners, communication tools, eTAS time clocks, duress alarms, and transportation security equipment.

• Conduct site surveys, perform detailed needs assessments, interpret blueprints and schematics, and ensure alignment with industry codes and standards.

• Provide technical leadership for equipment decommissioning, asset turnover, and disposal initiatives.

• Configure and deploy IT equipment such as laptops, mobile devices, printers, video conferencing systems (VTC), VoIP phones, and related peripherals.

• Establish and maintain SOPs to support preventive maintenance and system audits for IT infrastructure housed in racks and cabinets.

• Escort and collaborate with third-party service providers to ensure timely restoration and repair of IT and communication systems.

• Gather requirements and create accurate estimates for task execution and project timelines, including hardware refreshes and software upgrades.

• Develop, manage, and monitor site-specific project schedules, ensuring deliverables are met on time and within scope.

• Diagnose and resolve technical issues involving Cisco switches, fiber infrastructure, network connectivity, computing devices, printers/scanners, communication tools, eTAS time clocks, duress alarms, and transportation security equipment.

• Provide oversight of daily information systems operations, ensuring all technology functions are optimized and secure.

#TSAImpact

Basic Qualifications:

• Bachelor's degree and 0 years' experience or Associate's degree and 2 years' experience or HS diploma/equivalent and 4 years relevant experience.
• U.S. Citizenship required; Must have the ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.
• Experience supporting end-user IT hardware and software in a desk-side or field service environment.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.)
• Physical ability to:
  • 4+ hours per day walking long distances within the airport and offices to support customer equipment.
  • Kneel, bend, or reach under desks and cabinets and ability to connect patch cables from patch panel to network switch.
  • Lift up to 40-50 lbs. and push/pull equipment carts.

Preferred Qualifications:

• Relevant DHS focused experience.
• A+ Certification.
• Network+ Certification.
• Cisco & Microsoft Certifications.
• ITIL4 Certification.
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.

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.