Requirements:
Security Clearance: Must have and can maintain a Secret security clearance
Location: Onsite at Camp Pendleton, CA
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.
- 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.
Education:
- High School Diploma, or equivalent
- Associate’s Degree, or higher, preferred
Preferred Skills:
- 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.
We are 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. Constellation West will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
About The Organization
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. Many positions supporting the U.S. federal government require our employees to be granted security clearances.
Constellation West strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don't miss out on this fantastic opportunity to make a difference!
Benefits include but are not limited to:
• Tuition reimbursement
• Competitive 401(k) plan
• Competitive Health Benefits
• 11 Paid Holidays!!
• 15 PTO Days!
• Veteran Hiring Preference
Constellation West is proud to be an EEO/AA employer M/F/D/V
Skills Required
- Must have and be able to maintain a Secret security clearance
- Onsite at Camp Pendleton, CA
- 1-3 years of relevant IT/service desk experience
- High School Diploma or equivalent
- Associate's Degree or higher
- Experience working on a service desk handling incidents and requests
- Experience working with service members and DoD personnel
- Flexibility to work day, swing, and night shifts
- Strong computer skills (Microsoft Outlook, Word, Excel)
- Strong written and verbal communication and customer service skills
- Multitasking and investigative troubleshooting ability
What We Do
Constellation West is where extraordinary works. A leading provider of mission-critical technology solutions for the U.S. government, Constellation West is one of the fastest-growing service-disabled veteran-owned, women-owned, small disadvantaged businesses in the country. Constellation West is at the forefront of the IT industry, providing critical information technology solutions that make a positive impact on our nation. As a customer-oriented, mission-focused organization, we are totally committed to helping our customers solve their most difficult IT challenges. Backed by our depth and breadth of trusted IT capabilities, subject matter expertise and proven performance, we go to extraordinary lengths to develop cost-effective solutions that maximize efficiencies and capitalize on emerging technologies. Our unique heritage as a service-disabled veteran-owned, woman-owned and small disadvantaged business, combined with our nationally recognized and respected senior leadership team, ensures that professional excellence and personal integrity are at the core of everything we do. Leveraging top-notch technical solutions, we guide our customers on the best course of action to maximize their success every step of the way. Our passion is to make our nation more secure. Our commitment is to get the job done right. With its Headquarters in Washington, DC and Operations Center in Bellevue, Neb., Constellation West supports a wide array of government customers in defense and civilian sectors, including the U.S. Strategic Command, U.S. Air Force, U.S. Marine Corps, U.S. Navy, Veterans Administration, Environmental Protection Agency, Internal Revenue Service, Department of Agriculture and Small Business Administration.
