TIER I HELP DESK

Years of Experience: 1-3 years related experience

Roles and Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for being the first contact for initial point of entry for support requests within the 24/7 Tier 1 service desk at the Support Center. 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 fulfilment.
• Provide high quality communication to customers at all levels, both written and verbal, that clearly explain key details of the request, and steps to resolve the request.
• 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 that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.

Education:

• High School Diploma, or equivalent
• Associate’s Degree, or higher, preferred

Preferred Skills:

• Experience in working in a service desk dealing with incidents and requests, preferred.
• Experience in working with service members and DoD personnel, preferred.
• Independent, self-starters, with the flexible 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.

Security Clearance Requirement: Must have and can maintain a security clearance

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability status, protected veteran status or any other characteristic protected by law. Constellation West will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ABOUT THE ORGANIZATION

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

Constellation West provides fully integrated solutions spanning all aspects of system/network engineering, system/network administration, data management, information assurance, quality assurance, full lifecycle support, software development, and geospatial information services. Constellation West looks for the right people ready to step up and be part of a dynamic team.

If you are looking for a new challenge and a rewarding opportunity to apply your expertise, knowledge, and problem solving skills, come join our team! Constellation West offers competitive salary and benefits including:

• Tuition reimbursement

• Competitive 401(k) plan

• Competitive Health Benefits

• 11 Paid Holidays!!

• 15 PTO Days that accrue immediately!

• Veteran Hiring Preference

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