Service Desk Specialist
About The Position
This opportunity resides with Warfare Systems (WS), a business group within HII’s Mission Technologies division. Warfare Systems comprises cyber and mission IT; electronic warfare; and C5ISR systems. HII works within our nation’s intelligence and cyber operations communities to defend our interests in cyberspace and anticipate emerging threats. Our capabilities in cybersecurity, network architecture, reverse engineering, software and hardware development uniquely enable us to support sensitive missions for the U.S. military and federal agency partners. Leadership at HII is a mindset, not a title. Through our Leadership Capability Framework, we define how every employee grows, leads, and contributes—regardless of role. It sets the standard for how you can develop yourself and what you can expect from leaders across our organization. We look for candidates who want to grow in alignment with these capabilities: Know & Grow Your People – Commit to learning and supporting team success. Build Relationships – Communicate openly, collaborate well, and build trust. Take Ownership – Deliver on commitments and take pride in your work. Customer First – Focus on the mission and those we serve. Shape the Future – Bring ideas, curiosity, and continuous improvement. Act with Urgency – Take initiative and follow through with purpose. These capabilities guide how all employees contribute to our shared success across Mission Technologies. 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.
- Demonstrated experience with the following: 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 and paid time off
- tuition reimbursement
- early childhood and post-secondary education scholarships
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
