TIER I HELP DESK

• Responsible for being the first contact for the initial point of entry for support requests within the Support Center’s 24/7 Tier 1 service desk. Tier 1 Analysts field calls, emails, messages, and web requests from Fleet Marine Forces and other DoD Agencies, help ascertain the nature of the request, and attempt to resolve these requests using knowledge resources or elevation to other internal or external organizations.
• Are part of the team delivering a professional and effective support center capability, handling calls and contacts for incident resolution and request fulfillment.
• Provide high-quality communication to customers at all levels, both written and verbal, that clearly explains key details of the request and steps to resolve it.
• Ensure that requests are responded to and that customers are regularly kept up to date so that customers have confidence that their issues are being actively addressed.
• Elevate requests to Tier 2, System Integrators, and Tier 3 Teams when appropriate to resolve more complex customer issues.
• Provide telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationships.
• Ensure tickets are logged for all support requests entering the support center.
• Note - this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position. Duties, responsibilities, and activities may change at any time, with or without notice.

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, Security Clearance: Must have and can maintain a Secret security clearance, * High School Diploma, or equivalent

• Associate’s Degree, or higher, preferred

Preferred Skills:

• Experience working on a service desk dealing with incidents and requests, preferred.
• Experience working with service members and DoD personnel is preferred.
• Independent, self-starter with the flexibility to work day, swing, and night shifts.
• Professionals with strong computer skills, including Microsoft Outlook, Word, and Excel.
• Multitaskers with great customer service skills and a strong sense of ownership.
• Investigative and curious personality, skilled in having conversations to diagnose issues and determine quick resolutions.

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Paid time off
• Paid holidays, * Tuition reimbursement
• Competitive 401(k) plan
• Competitive Health Benefits
• 11 Paid Holidays!!
• 15 PTO Days!
• Veteran Hiring Preference

Constellation West is proud to be an EEO/AA employer M/F/D/V

Constellation West is an award winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community. Many positions supporting the U.S. federal government require our employees to be granted security clearances.

Constellation West strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don’t miss out on this fantastic opportunity to make a difference!