C4PS-2510 Tier I Help Desk - NOV 2026
About The Position
The Tier I Help Desk Analyst is the first point of contact for support requests received by the 24/7 Tier 1 service desk at the Support Center. Analysts handle calls, emails, messages, and web requests from Fleet Marine Forces and other DoD agencies, determine the nature of each request, and attempt resolution using available knowledge resources or by escalating to other internal or external organizations. The role contributes to a professional and effective support center capability by handling incidents and service requests and providing clear, timely communication to customers. The position is based at Camp Pendleton, California, is full-time and non-exempt, and requires an active security clearance. The listed salary range is $55,000–$60,000.
Requirements
- High school diploma or equivalent.
- 1–3 years of related experience.
- Active security clearance.
- Strong computer skills, including Microsoft Outlook, Word, and Excel.
- Strong customer service skills and a sense of ownership.
- Ability to multitask.
- Investigative and curious approach, with skill in diagnosing issues through conversations and determining quick resolutions.
- Flexibility to work day, swing, and night shifts.
Nice To Haves
- Associate’s degree or higher.
- Experience working in a service desk handling incidents and requests.
- Experience working with service members and DoD personnel.
Responsibilities
- Serve as the first point of contact for support requests entering the 24/7 Tier 1 service desk.
- Handle calls, emails, messages, and web requests from Fleet Marine Forces and other DoD agencies.
- Assess the nature of customer requests and attempt resolution using knowledge resources or escalation.
- Handle contacts for incident resolution and request fulfillment as part of a professional support center team.
- Communicate clearly and professionally with customers at all levels, in writing and verbally, including explaining request details and resolution steps.
- Respond to requests and keep customers regularly informed about progress.
- Escalate complex customer issues to Tier 2, System Integrators, Tier 3 Teams, or other appropriate organizations.
- Provide professional and knowledgeable telephone support to maintain excellent customer relationships.
- Log tickets for all support requests entering the support center.
Benefits
- Paid vacation, sick time, and holidays.
- Medical, dental, life, and disability insurance.
- 401(k) with employer contribution matching.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
