Help Desk Support (End User Support 1) 28823

HII•Fairfax, VA

4d•Onsite

About The Position

Mission Technologies, a division of HII, is seeking a Help Desk Support Technician to provide onsite support for the U.S. Postal Service from the Fair Lakes (Fairfax), Virginia office. The position supports a standard 40-hour work week, with schedule availability to work 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 and holidays, 0500–1200 EST. The role provides Tier 1 and Tier 2 technical help desk support, troubleshooting hardware, software, and network communication issues, and managing incident tickets through resolution. The technician coordinates with other support groups, follows knowledge base procedures, verifies equipment configuration and software currency, and documents incident facts and resolutions clearly. The position is part of HII’s Mission Technologies division, whose All-Domain Operations business group supports integrated ISR operations and accelerated decision-making for government and commercial customers.

Requirements

0 years of 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 using phone calls, email, and messaging chat tools.
Good oral and written communication skills for user communications and incident ticket documentation across phone, email, in-person, and other formats.
Schedule flexibility to work as required, 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 per HII requirements.

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 system hardware, software, and network communication problems, and transfer or escalate issues as appropriate.
Follow up on open incidents and manage tickets until issues are resolved and tickets are closed.
Verify that laptops and sorting equipment are properly configured and that software is up to date before resolving tickets.
Use the ordering system to order and track replacement parts, following up until issues are resolved.
Follow knowledge base articles to troubleshoot, resolve, and escalate incident tickets as needed.
Analyze data and log files to identify root causes, and document findings in tickets, including the knowledge base article followed.
Document clear, concise, fact-based ticket details using the 3C concept: Concern, Cause, and Correction.
Work cooperatively with other technical support groups through bridge or phone calls, email, instant messaging, and escalation.

Benefits

Medical, dental, and vision plan choices.
Wellness resources.
Employee assistance programs.
Savings Plan Options (401(k)).
Financial planning tools.
Life insurance.
Employee discounts.
Paid holidays and paid time off.
Tuition reimbursement.
Early childhood and post-secondary education scholarships.
Educational and training programs for continual career growth.
Bonus or other non-recurrent compensation may occasionally be offered for qualified positions, if applicable.