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JOB SUMMARY:
The Help Desk Support 3 specialist provides essential Tier 1 technical assistance to NAVFAC Cloud users and Mission Owners. This role serves as the first point of contact for users experiencing issues with Cloud Service Management (CSM) services. Key responsibilities include managing the support lifecycle—from ticket creation and basic infrastructure troubleshooting to escalating complex issues to specialized Tier 2 or Tier 3 teams.
RESPONSIBILITIES:
Ticket & Incident Management
Provide Tier 1 support to Cloud Users (Mission Owners) for all CSM service-related issues.
Manage support interactions across multiple channels, including phone, email, and various service ticketing systems.
Create and track support tickets using approved management solutions.
Escalate unresolved Tier 1 issues to higher-level support teams (Tier 2 or Tier 3) when initial troubleshooting does not yield a resolution.