Junior Customer Service and Technical Support

Position Overview:

We are seeking an enthusiastic Junior Customer Service and Technical Support to provide comprehensive first-level IT support for Pearl Harbor Naval Shipyard & IMF (PHNSY&IMF). This entry-level position offers excellent opportunities to develop technical skills while delivering exceptional customer service in a secure DoD environment. The successful candidate will support IT service management operations, handle service desk tickets, and provide frontline technical assistance to end users while learning advanced troubleshooting techniques and IT service management principles under senior supervision.

Key Responsibilities:

Service Desk Operations & Customer Support

• Provide first-level IT support through phone, email, walk-in, and ticket system interactions during business hours
• Monitor service desk ticket queues and provide initial contact for incidents across 1st, 2nd, and 3rd shifts
• Deliver exceptional customer service while maintaining professional communication with all organizational levels

Ticket Management & Response Times

• Meet strict response time requirements for ticket prioritization
• Handle service requests with appropriate timelines
• Provide regular status updates to end-users

Technical Troubleshooting & Problem Resolution

• Perform basic troubleshooting using knowledge articles and past incident records
• Verify service area alignment on tickets and categorize/prioritize based on impact and urgency
• Follow up with customers on missing information and unclear requirements
• Escalate complex issues to senior technicians while coordinating with local and external administrators

Database Management & Documentation

• Update account databases to complete incident and service requests
• Maintain inventory database for all asset movement-related tickets
• Document all customer interactions in work notes and customer notes fields for auditable records
• Verify resolution with users and ensure all services are satisfactorily fulfilled before ticket closure
• Create and maintain detailed logs for non-ticket inquiries (call logs, walk-in logs)

Process Improvement & Knowledge Management

• Assist in developing and updating knowledge base articles for common issues
• Support customer satisfaction survey creation and maintenance
• Help identify trends and gaps in recurring IT problems through data analysis
• Contribute to process improvement initiatives and workflow documentation
• Participate in reducing duplicate requests and enhancing self-service capabilities

Inventory & Asset Management

• Monitor inventory levels, usage rates, and forecast demand to prevent stock-outs
• Recommend timely reorders to government personnel based on pre-defined thresholds
• Track asset movements and ensure accurate inventory database updates
• Support Emergency Control Center with dedicated IT assistance for daily operations and exercises

Qualifications:

• Education: High school diploma. Associate's degree in Information Technology, Computer Science, Database Administration, or related field preferred.
• Experience: 0-2 years customer service experience, preferably in IT or technical support environment
• Certifications: Current DoD 8140 IAT Level I certification (Security+ CE) preferred
• Preferred Technical Skills:

o Basic Windows 10/11 and Windows Server knowledge

o Proficiency in Word, Excel, PowerPoint, and Outlook

o Understanding of desktop/laptop hardware, printers, and basic networking

o Excellent verbal and written communication skills

o Basic troubleshooting methodology and logical thinking

o Ability to create clear, detailed technical documentation

• Soft Skills:
• • Exceptional customer service skills with patience and professionalism
  • Strong desire to learn and develop technical expertise
  • Excellent time management and ability to work under pressure
  • Detail-oriented with strong organizational skills
  • Ability to multitask and prioritize competing demands
  • Professional phone manner and written communication skills
  • Willingness to participate in 24/7 on-call support rotation and respond to duty phone calls outside normal business hours
• This position may require night, weekend or holiday support.
• Active Secret security clearance.