Job description
Date: Dec 25, 2022
Location: Fairfax, VA, Virginia, United States
Company: HII's Mission Technologies division
Requisition Number: 10587
Required Travel: 0 - 10%
Employment Type: Full Time/Salaried/Exempt
Hours Per Week: 40
Security Clearance: USPS Sensitive
Level of Experience: Entry Level
Job Description
HII - Mission Technologies has an opening as a Help Desk Support (End User Support) opportunity supporting our client the US Postal Service out of our Fair Lakes, Virginia office.
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
- One year hands on related experience with BS or HS diploma + 4-5 years of relevant experience.
- Hands on experience working in a technical support position troubleshooting hardware, software and network connectivity issues
- Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.
- Knowledge, skills, and abilities in some or all of the following:
- Computer operations background
- Computer hardware, software, networking and troubleshooting knowledge
- Verifying data transmission and data analysis
- 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.
- The selected candidate must be willing to work any day of the week. Current hours of operation are M-F 0600-1900; Saturday 0600-1400; Sundays/Holidays 0500-1200 EST.
- Must be able to obtain and keep a USPS Sensitive Clearance
HII’s Mission Technologies division develops integrated solutions that enable today’s connected, all-domain force. Capabilities include C5ISR systems and operations; the application of AI and machine learning to battlefield decisions; defensive and offensive cyberspace strategies and EW; unmanned, autonomous systems; LVC solutions; platform modernization; and critical nuclear operations. Together, HII's domain expertise and advanced technologies support mission partners anywhere around the globe. For more information, visit tsd.huntingtoningalls.com.
HII is a global engineering and defense technologies provider. With a 135-year history of trusted partnerships in advancing U.S. national security, HII delivers critical capabilities ranging from the most powerful and survivable naval ships ever built, to unmanned systems, ISR and AI/ML analytics. HII leads the industry in mission-driven solutions that support and enable a networked, all-domain force. Headquartered in Virginia, HII’s skilled workforce is 44,000 strong.
Huntington Ingalls Industries is an Equal Opportunity/Vets and Disabled Employer. U.S. Citizenship may be required for certain positions.
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