Service Desk Support Assistant (Help Desk)

About the Role

The role requires covering normal Eastern Standard Time business hours, handling calls, maintaining analytical processes, logging service calls, assigning issues to the Integrated Program Team (IPT) functional managers, and tracking resolution progress. The assistant will also maintain metrics of operational parameters and customer‑satisfaction surveys, and document the Customer Support Process for Integrated Product Support issues. • Take calls and coordinate IPT functional manager assistance for problem resolution. • Maintain analytical processes to deliver timely, complete customer problem responses. • Log all service calls into a database for test and diagnostic support identification. • Assign service issues to appropriate IPT functional managers using database tools and track progress. • Maintain current metrics of key operational parameters and customer satisfaction surveys. • Document and maintain the Customer Support Process for reviewing, triaging, and assigning IPS issues. • Cover normal EST business hours and manage answering machine/voicemail after hours. • Apply best practices and established procedures under general supervision. • Provide outstanding customer care and service consistently. • Remain at a desk providing phone support for extended periods. • Obtain and maintain a DoD government security clearance.

Key Responsibilities

• ▸call handling
• ▸issue logging
• ▸issue assignment
• ▸metrics tracking
• ▸process documentation
• ▸data analysis

What You Bring

Applicants must have at least a high school diploma or GED, with a bachelor’s degree preferred. Candidates need experience with customer service, call‑tracking and incident‑tracking applications, basic knowledge of relevant software and hardware, and the ability to obtain a DoD security clearance. The position requires strong verbal and written communication, the ability to work under general supervision, meet deadlines, and provide outstanding customer care over the phone for extended periods. Prior help‑desk experience and familiarity with U.S. Navy or Marine Corps calibration equipment are strong pluses. • Communicate effectively via email, verbal, and written channels. • Meet deadlines and adapt to additional functions as assigned.

Requirements

• ▸communication
• ▸customer service
• ▸help desk
• ▸security clearance
• ▸bachelor's
• ▸calibration

Work Environment

Office Full-Time