Job Description

Program Overview

Nationwide program dedicated to maintaining IT infrastructure operations across TSA. Contract supports all US airports and 30+ US Embassy/Consulates international sites across 30 different countries where TSA is present

About The Role

Join Our Mission-Driven Team as a Customer Technical Specialist – On-site in Erlanger, KY

Peraton is hiring Customer Technical Specialists to support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer at a irports across the U.S.  The primary duties are to provide IT related operational and project support for the Federal Security Director, staff, and the screening workforce.

• The position requires on-site work at our Erlanger, KY location. 
• Must be willing to travel up to 25%.

Roles and r esponsibilities 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.
• Investigates, collaborates with third parties including vendors and other support organizations to resolve all connectivity related issues in support of TSA’s screening technology infrastructure program (STIP).
• 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: Cisco switches, fiber backbone, Network interconnectivity, desktops/laptops, tablets, local/network printers/scanners, peripherals, software (COTS, GOTS, Web), network devices, communication devices (cellphones, desk phones and VTC), Electronic Time and Attendance System (eTAS) clocks, Duress Alarms, Transportation Security Equipment (STIP), and high frequency radio systems.
• Coordinates and configures new IT equipment including laptops, mobiles devices, printers, VTC units, VoIP phones and other peripherals in addition to ensuring that the ticketing system captures all up-to-date asset and configuration information.

Qualifications

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 must have the ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.
• Experience with desk-side IT support.
• Experience supporting a variety of IT technologies (Laptops, Mobile devices, etc.)
• 4+ hours per day on your feet walking many times long distances through airport and offices to support customer equipment.
• Ability to kneel, bend, reach under desks to connect/repair cabling and ability to connect patch cables from patch panel to network switch.
• Ability to lift up to 40-50 pounds installing IT equipment.
• Ability to push/pull carts transporting equipment.

Preferred Qualifications:

• Relevant DHS focused experience
• A+ Certification
• Network+ Certification
• Cisco & Microsoft Certifications
• Ability to install Cisco switches and complex fiber backbone interconnectivity.
• Knowledge and experience connecting/patching/repairing Cat6 & fiber infrastructure.
• Ability to communicate in a professional manner with senior executive government staff.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $39,000 - $62,000. 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: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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