IT Support Technician

Peraton•Bowie, MD

8d•Onsite

About The Position

Peraton is seeking an IT Support Technician to maintain the operational stability of enterprise platforms by providing hands-on technical support, monitoring and responding to incidents, performing routine maintenance, and execution standard operational procedures in support of FAA BNATCS. The IT Support Technician provides first line technical assistance and support for hardware, software, network, and system issues. This role assists end‑users, resolves technical incidents, performs routine maintenance, and ensures reliable day‑to-day operation of IT systems and equipment. The ideal candidate is customer‑focused, organized, and capable of troubleshooting in a fast‑paced environment. This role ensures reliable day-to-day performance across core infrastructure and end-user platforms by following runbooks, documenting actions, escalating effectively, and partnering with engineering teams to prevent recurrent issues.

Requirements

Minimum of a HS Diploma with 3+ years of professional experience
Experience supporting Windows and/or Linux devices, common productivity suites, and basic enterprise services
Strong troubleshooting ability across:
Hardware/peripherals and multi-OS issues
User account/access issues (password resets, MFA/basic SSO support)
Connectivity issues (Wi-Fi/Ethernet, DHCP/DNS fundamentals, VPN basics)
Experience working in a ticketed support environment using tools such as ServiceNow, Jira Service Management, Zendesk, etc.)
Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN)
Excellent troubleshooting, communication, and customer‑service skills
Ability to follow runbooks/SOPs, document accurately, and escalate with clarity
Understanding of security best practices for support operations (least privilege, secure handling of credentials, phishing awareness, device encryption)
Ability to prioritize tasks, manage time, and remain effective during high-volume or incident scenarios
US Citizenship with the ability to obtain/maintain an FAA Public Trust
This is a 100% on-site position; Candidates must reside locally and be able to commute to our Chantilly/Herndon, VA or Bowie, MD locations.
Occasional travel to other local Peraton and customer facilities within the National Capital Region may be required.

Nice To Haves

Working familiarity with one or more enterprise platforms:
Microsoft 365 / Exchange / Teams / SharePoint
Active Directory / Entra ID (Azure AD) basics
Endpoint management (Intune, SCCM/MECM, JAMF)
Basic virtualization/cloud concepts (VMware, Hyper-V, AWS/Azure fundamentals)
File services, backups, and basic monitoring tools
Experience supporting MFA, device compliance, EDR agent health checks, and basic security ticket workflows
Basic scripting ability (PowerShell / Bash) to assist with repetitive tasks and troubleshooting
Comp TIA A+, Network+ Microsoft fundamentals (MS-900) or ITIL Foundation certifications

Responsibilities

Provide technical support to end‑users for hardware, software, and network‑related issues
Monitor and respond to alerts, tickets, and service requests to restore service quickly and minimize business impact
Troubleshoot desktops, laptops, mobile devices, printers, and peripherals
Install, configure, and update operating systems and software applications
Troubleshoot and resolve common issues across endpoints, accounts/access, connectivity, productivity tools, and core platform services
Manage user accounts, permissions, and access in Active Directory and related systems
Perform initial triage, gather logs/diagnostic info, and escalate with high-quality problem statements
Execute routine operational tasks and preventive maintenance (Patching support, health checks, backup verification, capacity checks)
Support uptime and stability of enterprise platforms (identity, endpoint management, file services, collaboration tools, virtualization/cloud services as applicable)
Provide professional, customer-focused support to internal users and stakeholders
Support hardware/software setup, troubleshooting, and replacement (laptops/desktops, peripherals, printers, mobile devices, etc.)
Assist with onboarding/offboarding processes
Maintain accurate ticket notes, resolutions, and customer communications to support auditability and knowledge reuse
Coordinate with vendors for RMA, warranty support, and escalations
Support inventory and lifecycle activities (deployment, refresh, secure disposal) as needed
Support basic network connectivity troubleshooting (Wi‑Fi, VPN, switches)
Document issues, resolutions, and procedures in ticketing and knowledge management systems