TIER I HELP DESK

Client Server Software Solutions•Oceanside, CA

4h•Onsite

About The Position

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.

Requirements

Security Clearance: Must have and can maintain a Secret security clearance
1-3 years of experience in the following:
High School Diploma, or equivalent

Nice To Haves

Associate’s Degree, or higher, preferred
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.

Responsibilities

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.