Help Desk Support; End User Support

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 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 0600‑1900;
Saturday 0600‑1400;
Sundays/Holidays 0500‑1200 EST.

• Provide Tier 1 and Tier 2 technical helpdesk support by answering phone calls, emails, 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 resolution and ticket closed.
• Verify that laptops/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 and 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 the 3C concept – Concern, Cause, and Correction.
• Work cooperatively with other technical support groups for troubleshooting via bridge/phone calls, emails and instant text messages, and escalation.

• 0 years experience with a Bachelor’s degree in a related field; or a high‑school diploma or equivalent and 4 years of 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 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 the 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.

We offer competitive benefits such as best‑in‑class 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; and 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, or veteran status, or any other basis protected by federal, state, or local law.