Help Desk Support; End User Support

Position: Help Desk Support (End User Support 1) - 28823
Company: HII's Mission Technologies division

Requisition Number: 28823

Required Travel: 0 - 10%

Employment Type:

Full Time/Salaried/Exempt

Anticipated Salary Range: $44,853.00 - $44,853.00

Security Clearance:
Ability to Obtain

Level of

Experience:

Entry Level

This opportunity resides with Global Security (GS). Mission Technologies' Global Security (GS) group comprises live, virtual, constructive (LVC) solutions; fleet sustainment; nuclear and environmental; and Australia business.

As a trusted partner to our military customers, HII designs, develops and operates the largest LVC enterprise that prepares warfighters for cross-domain battle. With advanced technologies to enable mission readiness, HII understands that preparation requires full coordination-not readiness in piece-parts.

For more than 40 years, the U.S. Navy has entrusted HII to maintain and modernize the vast majority of its fleet. With a holistic approach to life-cycle maritime defense systems-from small watercraft to submarines, surface combatants and aircraft carriers-HII ensures a high state of readiness.

HII supports the Department of Energy's national security mission through the management and operation of its sites, as well as the safe cleanup of legacy waste across the country. HII meets clients' toughest nuclear and environmental challenges.

Leadership Mindset at HII - Mission Technologies

Leadership at HII is a mindset, not a title. Through our Leadership Capability Framework, we define how every team member contributes to our mission and culture:

* Know & Grow Your People - Commit to learning and supporting team success.

* Build Relationships - Communicate openly, collaborate well, and build trust.

* Take Ownership - Deliver on commitments and take pride in your work.

* Customer First - Focus on the mission and those we serve.

* Shape the Future - Bring ideas, curiosity, and continuous improvement.

* Act with Urgency - Take initiative and follow through with purpose.

These capabilities guide how all employees contribute to our shared success across Mission Technologies.

Job Description

Mission Technologies, a division of HII, is seeking a Help Desk Support Technician to support the US Postal Service onsite out of our Fair Lakes (Fairfax), Virginia office.

The position requires the selected candidate to be able to work a standard 40 hour work week and have schedule availability to support working any day of the week to support customer needs. This includes weekends and holidays. Current hours of operation are M-F ;
Saturday ;
Sundays/Holidays  EST.

Essential

Job Responsibilities

* Provide Tier 1 and Tier 2 technical helpdesk support by answering phone calls, email or other requests by creating incident tickets.

* Troubleshoot system hardware, software network communication problems, and transfer or escalate issues as appropriate.

* Follow up open incidents and manage incident (issue) tickets until issue is resolved and ticket closed.

* Verify that laptop/sorting equipment are properly configured and software is up to date before resolving tickets.

* Use ordering system to order and track replacement parts and follow up until issue is resolved.

* Follow proper Knowledgebase articles to troubleshoot, resolve and escalate incident tickets as needed.

* Analyze data, log files for root cause and clearly document in the ticket including KB article followed.

* Document clear and concise facts based documentation in the ticket by following 3C concept - Concern (issue), Cause (root cause), and Correction (resolution).

* Work cooperatively with other technical support groups for troubleshooting via bridge/phone calls, emails and instant text messages, and escalation.

Minimum Qualifications

* 0 years experience with Bachelors in related field; or High School Diploma or equivalent and 4 years relevant experience.

* Knowledge of troubleshooting hardware, software, and network connectivity issues.

* Must have experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.

* Must have good oral and written communication skills to support communication and incident ticket documentation of all interactions with callers or users, including but not limited to: phone, email, in-person, and other communication formats.

* Must have schedule flexibility to support work schedule, which includes working weekends and holidays.

Client Security Requirements

* Must be able to obtain and maintain a USPS Sensitive Clearance.

* Must be a U.S. Citizen or Green Card holder and have been living in the U.S. for at least the last five years.

* Must not have traveled outside of the United States for more than 180 days in the last five years.

* All candidates will be subject to a pre-employment background investigation per HII requirements.

Preferred Requirements

Knowledge, skills, and abilities in some or all of the following are preferred:

* Background in computer operations

* Computer hardware, software, networking and troubleshooting knowledge

*…