Security Clearance Requirement: Position requires an active security clearance
Years of Experience: 1-3 years related experience
Roles and Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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. 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 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.
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 that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.
Education:
High School Diploma, or equivalent
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.
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.
Requirements
Security Clearance Requirement: Position requires an active security clearance