Constellation West · 16 hours ago
TIER I HELP DESK
Oceanside, CA
Full-time
Onsite
Entry Level
$24/hr - $26/hr
1+ years expConstellation West is an award winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. The role of Tier I Help Desk involves being the first point of contact for support requests, providing effective communication and assistance to customers, and ensuring that all requests are logged and addressed appropriately.
Cyber SecurityInformation TechnologySmall and Medium Businesses
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
Must have and can maintain a Secret security clearance
1-3 Years Of Experience In The Following
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
High School Diploma, or equivalent
Preferred
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
Benefits
Tuition reimbursement
Competitive 401(k) plan
Competitive Health Benefits
11 Paid Holidays!!
15 PTO Days!
Veteran Hiring Preference
Company
Constellation West
Constellation West is an IT industry that offers IT engineering and cybersecurity servces,
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
David Mazzulla
Chief Technology Officer
Crystal Vaccaro
FedCiv Business and Partnership Development Director
Recent News
Company data provided by crunchbase