C4PS-2510 Tier I Help Desk - SEP 2026

C4 Planning Solutions•Camp Pendleton North, CA

9d•Onsite

About The Position

This is a full-time, non-exempt position for a Tier I Help Desk analyst. The role involves being the first point of contact for support requests within a 24/7 service desk, handling calls, emails, messages, and web requests from Fleet Marine Forces and other DoD Agencies. The analyst will ascertain the nature of requests, attempt resolution using knowledge resources, and escalate complex issues when necessary. The position requires delivering professional and effective support, providing high-quality written and verbal communication to customers, ensuring timely updates, and maintaining excellent customer relationships. All support requests must be logged in tickets. Please note that this job description is not exhaustive and duties may change.

Requirements

Position requires an active security clearance
1-3 years related experience
High School Diploma, or equivalent

Nice To Haves

Associate’s Degree, or higher, preferred
Experience in working in a service desk dealing with incidents and requests, preferred.
Experience in working with service members and DoD personnel, preferred.
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

Be the first contact for initial point of entry for support requests within the 24/7 Tier 1 service desk.
Field calls, emails, messages, and web requests from Fleet Marine Forces and other DoD Agencies.
Ascertain the nature of the request and attempt to resolve these requests using knowledge resources or elevation to other internal or external organizations.
Deliver 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.
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.