Customer Technical Specialist

Customer Technical Specialist

Job Locations

US-MI-Romulus

Requisition ID

2023-135691

Position Category

Technical Support / Help Desk

Clearance

Public Trust

Sector

Citizen Security & Public Services

Responsibilities

Peraton is hiring Customer Technical Specialists to support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer at Federal Air Marshall facilities across the U.S. The primary duties are to provide IT related operational and project support for the Federal Air Marshalls. Roles and responsibilities include delivering professional, high-quality services and a variety of technologies across the airport as well as off-site locations. Additionally, the role will be responsible for providing technical guidance for directing and monitoring information systems operations while adhering to contracted service level agreements which require using judgment in maintaining IT operations, making recommendations, supporting multiple Operations and Maintenance (O&M) project related activities.

Day to Day Work Responsibilities and O&M project related activities:

Responsible for coordinating and attending construction/vendor meetings for their respective locations and defining IT requirements for IT related projects.

Responsible for the creation and development of project related documentation that includes decision making in resolving issues, making recommendations on Standard Operating Procedures (SOP), developing process flows to perform preventive maintenance, and perform audit activities following O&M related project deployments.

Ensures current and accurate IT infrastructure inventory information to include: Completing scheduled and ad-hoc inventories of all IT cabinets and IT cabinet equipment, updating pictures, drawings and asset information in support of O&M projects. Maintain physical and logical network and cabinet diagrams in the configuration management database (CMDB) using industry standard terms and symbols.

Responsible for the prioritization and execution of tasks (ranging from moderate to complex) while refining the level of detail associated with requirements gathering and development to estimate the tasks and timelines for O&M projects. Tasks include: Infrastructure hardware, operational hardware and software refresh activities for sites within the respective areas of responsibility. Duties include performing site surveys, conducting needs analysis, reviewing blueprints/as-builts, and assessing appropriate codes and standards.

Develop and maintain SOPs to deliver preventive maintenance and audits for racks/cabinets that contain mission critical TSA infrastructure.

Deliver engineering assistance and hands-on project support for decommissioning, turnover, or disposal activities.

Escort and consult with third-party personnel (e.g., manufacturer equipment repair personnel, telecommunications repair personnel) to facilitate restoration of IT/communications equipment or services and maintain positive control of TSA IT infrastructure.

Travel may be required up to 25% to CONUS and OCONUS site locations to support O&M projects or as needed to support the screening workforce.

Responsible for developing and managing site-specific O&M project schedules to include Original Equipment Manufacturer (OEM) and non-TSA system owner participation in the project. These activities require negotiating with the government and being flexible to support the operational priorities for their respective sites.

Responsible for supporting and troubleshooting a variety of technologies to include