Job Description:

Position Title: Tier I Help Desk AnalystLocation: Camp Pendleton, CAPosition Type: Full-Time, Non-ExemptSalary Range: $55,000 - $60,000Security Clearance Requirement: Position requires an active security clearanceYears of Experience: 1-3 years related experienceRoles 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 247 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 organizationsAre part of the team delivering a professional and effective support center capability, handling calls and contacts for incident resolution and request fulfilmentProvide 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 requestEnsure 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 addressedElevate requests to Tier 2, System Integrators, and Tier 3 Teams when appropriate to resolve more complex customer issuesProvide telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationshipsEnsure tickets are logged for all support requests entering the support centerNote - 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 equivalentAssociate's Degree, or higher, preferredPreferred Skills:Experience in working in a service desk dealing with incidents and requests, preferred Experience in working with service members and DoD personnel, preferredIndependent, self-starters, with the flexible to work day, swing and night shiftsProfessionals with strong computer skills including Microsoft Outlook, Word and ExcelMultitaskers with great customer service skills, and a strong sense of ownershipInvestigative and curious personality, skilled in having conversations to diagnose issues and determine quick resolutionsRequirementsSecurity Clearance Requirement: Position requires an active security clearanceBenefitsBenefits:Paid Vacation, Sick Time and HolidaysMedical, Dental, Life and Disability Insurance401K with Employer Contribution MatchingService-Disabled Veteran Owned BusinessEqual Opportunity EmployerISO 9001:2015 Certified Company