Tier I Help Desk

Join to apply for the TIER I HELP DESK role at Constellation West
.

This range is provided by Constellation West. Your actual pay will be based on your skills and experience—talk with your recruiter to learn more.

$24.00/hr - $26.00/hr

• Security Clearance:
  Must have and can maintain a Secret security clearance.
• 1–3 years of experience in supporting Tier 1 service desk operations, including handling calls, emails, messages, and web requests from fleet marine forces and other DoD agencies.
• Responsible for being the first point of entry for support requests within the support center’s 24/7 Tier 1 service desk.
• 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.
• Deliver 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, clearly explaining key details of the request and steps to resolve it.
• Ensure requests are responded to and 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.

• High School Diploma, or equivalent.
• 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.
• Strong computer skills, including Microsoft Outlook, Word, and Excel.
• Multitasker 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.

Constellation West is an award‑winning company that delivers Information Technology (IT) engineering services and solutions, and non‑IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community.

• Tuition reimbursement.
• Competitive 401(k) plan.
• Competitive health benefits.
• 11 paid holidays.
• 15 PTO days.
• Veteran hiring preference.

Constellation West is 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.