Tier 1 Help Desk Support (Secret Clearance Required)

The Help Desk Analyst will provide specialized 24/7 operational help desk support to PRMS/PRMM users worldwide. This support shall include technical expertise and assistance on questions/issues supporting real-world contingencies related to the PRMS/PRMM fielded system. During most of their time, the OST provides necessary support to world-wide users having issues accessing the PRMS/PRMM systems for set-up and training. Upon occurrence of an isolating event, the OST would ensure warfighters had 24/7 connectivity to perform their critical operational mission to support/recover isolated personnel (IP) and assist with obtaining any data required if the system was unavailable.

The Analyst will also support the steps necessary to resolve a trouble ticket within the defined response time based upon assigned ticket priority (critical – low). The response time is the amount of time the Contractor has to analyze the problem and respond to the customer with either a resolution or request for additional information to continue working on a resolution. If the problem is critical or serious, the employee will continue to work the problem in real time until the issue is resolved or a workaround is identified. The priority of an incident is determined by: number of personnel/customers affected, impact to the organization, and ability to provide a work around.

Position Requirements

Minimum of 1 year of experience in an IT or related field.
Minimum of 1 year of Call Center Operations experience.

Education: Possess an Associate’s Degree in IT or related field; or 3 years related experience.

Clearance: Secret

ABOUT THE ORGANIZATION

Constellation West is an award winning company that delivers Information Technology (IT) engineering services and solutions along with non-IT subject matter expertise world-wide. Established in 1997, Constellation West continues as an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill across the nation with multiple agencies such as the Department of Veteran Affairs, Department of Defense, civilian agencies, and national intelligence community. Many of the positions supporting U.S. federal government require our employees be granted security clearances.

Constellation West provides fully integrated solutions spanning all aspects of system/network engineering, system/network administration, data management, information assurance, quality assurance, full lifecycle support, software development, and geospatial information services. Constellation West looks for the right people ready to step up and be part of a dynamic team.

If you are looking for a new challenge and a rewarding opportunity to apply your expertise, knowledge, and problem solving skills, come join our team! Constellation West offers competitive salary and benefits including:

• 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