Service Desk Specialist

HII • Springfield, MO

5d • Onsite

About The Position

HII Mission Technologies is searching for a Service Desk Specialist to help support our new mission in Springfield VA. You will serve as the first-level technical support for Microsoft Windows desktop systems, printers, voice-over-IP phones, and video teleconferencing systems, responsible for troubleshooting hardware, software, and peripheral issues. In this role, you will respond to user inquiries in-person, by phone, or through ticketing systems, ensuring all incidents and service requests are accurately documented, and escalate complex or unresolved issues to higher-tier support teams following established procedures.

Requirements

• Associates Degree or other 2 year technical degree in related discipline and 0 years experience; or High School Diploma or equivalent and 2 years related experience (for Level 1)
• Associates Degree or other 2 year technical degree in related discipline and 1 year of related experience; or High School Diploma or equivalent and 3 years related experience (for Level 2)
• 1 year of experience working on an enterprise services desk, help desk, or similar IT-focused customer support role.
• Providing technical assistance and support to Microsoft Windows desktop platforms
• Working with customers, either in-person or over the phone, to elicit all necessary details to capture IT service requests, incidents, or problems accurately and completely.
• TS/SCI clearance required with ability to obtain CI Poly
• Must meet DoD 8140/CSWF for 411-Basic or be willing to obtain the appropriate credential within 6 months

Nice To Haves

• Experience with remote monitoring or management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterprise
• Experience with commercial-off-the-shelf service management and ticketing systems (e.g., ServiceNow, BMC, Jira, Zendesk)
• Formal training or vendor certifications such as Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, ITIL 4 Foundations, Google IT Support Professional, CompTIA A+

Responsibilities

• Gathering necessary details from customers to fully capture and classify IT issues, requests, and problems
• Using service management tools to create, update, and track tickets throughout their lifecycle
• Performing basic account support such as password resets, access verification, and profile troubleshooting.
• Conduct routine workstation tasks such as software installations, configuration updates, or basic system checks
• Contribute to team knowledge by documenting common issues and solutions to improve support efficiency.

Benefits

• best-in-class 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
• paid time off
• tuition reimbursement
• early childhood and post-secondary education scholarships

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED