Help Desk Support; End User Support

Help Desk Support (End User Support
1) - 28823

Location: Fairfax, VA, Virginia, United States

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

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, including weekends and holidays.

Current hours of operation are M‑F 0600‑1900;
Saturday 0600‑1400;
Sundays/Holidays 0500‑1200 EST.

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 elevate issues as appropriate.
• Follow up open incidents and manage incident 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 elevate incident tickets as needed.
• Analyze data, log files for root cause and clearly document in the ticket including KB article.
• 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.

• 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.
• Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.
• 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.
• Schedule flexibility to support work schedule, which includes working weekends and holidays.

• 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.

• Background in computer operations.
• Computer hardware, software, networking and troubleshooting knowledge.
• Verifying data transmission and data analysis.

Competitive benefits such as medical, dental, and vision plan choices; wellness resources; employee assistance programs; 401(k) savings plan options; financial planning tools; life insurance; employee discounts; paid holidays and paid time off; tuition reimbursement; early childhood and post‑secondary education scholarships.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status or any other basis protected by federal, state, or local law.

Do You Need Assistance? If you need a reasonable accommodation for any part of the employment process, please send an e‑mail to and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case‑by‑case basis. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

Additionally, you may also call 1‑844‑849‑8463 for assistance. Press #3 for HII Mission Technologies.