C4PS-2510 Tier I Help Desk - AUG 2026

Roles and Responsibilities

• Responsible for being the first contact for initial point of entry for support requests within the 24/7 Tier 1 service desk at the Support Center.
• 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.
• Part of the team delivering 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 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.
• Note - this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position.

Requirements

• Position requires an active security clearance.
• Years of Experience: 1-3 years related experience.

Education

• A High School Diploma, or equivalent.
• An Associate's Degree, or higher, preferred.

Preferred Skills

• Experience in working in a service desk dealing with incidents and requests, preferred.
• Experience in working with service members and DoD personnel, preferred.
• Independent, self-starters, with the flexibility to work day, swing and night shifts.
• 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

• Paid Vacation, Sick Time and Holidays.
• Medical, Dental, Life and Disability Insurance.
• 401K with Employer Contribution Matching.

Pay

• $55,000 - $60,000 salary range.

Schedule

• Full-Time, Non-Exempt.

Company Information

Service-Disabled Veteran Owned Business

Equal Opportunity Employer

ISO 9001:2015 Certified

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