Help Desk Support (End User Support 1) - 27588

Requisition Number: 27588 

Required Travel: 0 - 10%

Employment Type: Full Time/Salaried/Exempt

Anticipated Salary Range: $52,827.00 - $44,853.00 

Security Clearance: Ability to Obtain  

Level of Experience: Entry Level 

 

This opportunity resides with Global Security (GS). Mission Technologies’ Global Security (GS) group comprises live, virtual, constructive (LVC) solutions; fleet sustainment; nuclear and environmental; and Australia business.

As a trusted partner to our military customers, HII designs, develops and operates the largest LVC enterprise that prepares warfighters for cross-domain battle. With advanced technologies to enable mission readiness, HII understands that preparation requires full coordination—not readiness in piece-parts.

For more than 40 years, the U.S. Navy has entrusted HII to maintain and modernize the vast majority of its fleet. With a holistic approach to life-cycle maritime defense systems—from small watercraft to submarines, surface combatants and aircraft carriers—HII ensures a high state of readiness.

HII supports the Department of Energy’s national security mission through the management and operation of its sites, as well as the safe cleanup of legacy waste across the country. HII meets clients’ toughest nuclear and environmental challenges.
 

Meet HII’s Mission Technologies Division
Our team of more than 7,000 professionals worldwide delivers all-domain expertise and advanced technologies in service of mission partners across the globe. Mission Technologies is leading the next evolution of national defense – the data evolution - by accelerating a breadth of national security solutions for government and commercial customers. Our capabilities range from C5ISR, AI and Big Data, cyber operations and synthetic training environments to fleet sustainment, environmental remediation and the largest family of unmanned underwater vehicles in every class. Find the role that’s right for you. Apply today. We look forward to meeting you.

 

To learn more about Mission Technologies, click here for a short video: https://vimeo.com/732533072

Job Description

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.

Essential Job 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.

Minimum Qualifications

• 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.

Client Security Requirements

• Must be able to obtain and maintain a USPS Sensitive Cl