Help Desk Support (End User Support 1) 28823

HII's Mission Technologies division•Fairfax, VA

6d•Onsite

About The Position

HII’s Mission Technologies division is seeking a Help Desk Support Technician to provide onsite support to the U.S. Postal Service from its Fair Lakes (Fairfax), Virginia office. The role requires a standard 40-hour work week and schedule availability any day of the week, including weekends and holidays, to meet customer needs. Current hours of operation are Monday–Friday, 0600–1900; Saturday, 0600–1400; and Sundays/holidays, 0500–1200 EST. The technician provides Tier 1 and Tier 2 help desk support, troubleshoots and documents incidents, follows knowledge-base procedures, and coordinates with other technical support groups to resolve customer issues. The position requires the ability to obtain and maintain a USPS Sensitive Clearance. Candidates must be U.S. citizens or Green Card holders who have lived in the U.S. for at least the last five years and have not traveled outside the U.S. for more than 180 days in the last five years. Candidates are subject to a pre-employment background investigation.

Requirements

Zero years of experience with a bachelor’s degree in a related field, or a high school diploma or equivalent and four years of relevant experience.
Knowledge of troubleshooting hardware, software, and network connectivity issues.
Experience working cooperatively in a team environment with other support groups using phone calls, email, and messaging chat tools.
Good oral and written communication skills for user communication and incident-ticket documentation across phone, email, in-person, and other formats.
Schedule flexibility to work any day of the week, including weekends and holidays.
Ability to obtain and maintain a USPS Sensitive Clearance.
Must be a U.S. citizen or Green Card holder and have lived in the U.S. for at least the last five years.
Must not have traveled outside the United States for more than 180 days in the last five years.
Must undergo a pre-employment background investigation.

Nice To Haves

Background in computer operations.
Knowledge, skills, and abilities in computer hardware, software, networking, and troubleshooting.
Knowledge, skills, and abilities in verifying data transmission and data analysis.

Responsibilities

Provide Tier 1 and Tier 2 technical help desk support by responding to phone, email, and other requests and creating incident tickets.
Troubleshoot hardware, software, and network communication problems; transfer or escalate issues as appropriate.
Follow up on open incidents and manage issue tickets through resolution and closure.
Verify that laptops and sorting equipment are properly configured and software is up to date before resolving tickets.
Use the ordering system to order and track replacement parts and follow up until issues are resolved.
Follow Knowledgebase articles to troubleshoot, resolve, and escalate incident tickets as needed.
Analyze data and log files to determine root causes and document findings in tickets, including the Knowledgebase article followed.
Document clear, concise, fact-based ticket notes using the 3C concept: Concern, Cause, and Correction.
Work cooperatively with other technical support groups through bridge or phone calls, email, instant text messages, and escalation.

Benefits

Medical insurance plan choices
Dental insurance plan choices
Vision insurance plan choices
Wellness resources
Employee assistance programs
401(k) Savings Plan options
Financial planning tools
Life insurance
Employee discounts
Paid holidays
Paid time off
Tuition reimbursement
Early childhood and post-secondary education scholarships
Bonus or other non-recurrent compensation may occasionally be offered for qualified positions.