Help Desk Support (End User Support 1) - 28823

HII's Mission Technologies division•Fairfax, VA

1d•Onsite

About The Position

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

Requirements

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.
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.

Nice To Haves

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

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.