Help Desk Support (End User Support 1) 28823

HII's Mission Technologies division; Fairfax (VA); On-site; USD 40,000 - 49,000; Full time

Job summary

Mission Technologies, a division of HII, seeks a Help Desk Support Technician to back the USPS with onsite support in Fairfax, VA. The role requires full-time availability, including weekends and holidays, with hours aligned to M-F and weekend shifts.

Responsibilities include Tier 1/2 helpdesk, troubleshooting hardware/software/network issues, and maintaining incident tickets to resolution. Strong communication and teamwork are essential, with adherence to KBs and incident documentation.

Qualifications

• Experience providing Tier 1/2 helpdesk support and incident ticketing.
• Ability to troubleshoot hardware, software, and network issues.
• Strong communication and teamwork in a customer-focused environment.
• Flexible schedule including weekends/holidays as required.

Responsibilities

• Provide Tier 1 and Tier 2 technical helpdesk support via phone, email or tickets.
• Troubleshoot hardware, software, and network problems; escalate when needed.
• Manage incident tickets to resolution; verify devices are properly configured.
• Document clear incident details following KB articles and 3C method.
• Coordinate with other support groups to facilitate troubleshooting.

Skills

Troubleshooting

Team collaboration

Communication

Incident management

Customer support

Education

Bachelor's degree or equivalent

High School Diploma or equivalent

Tools

Ticketing system

Job description

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Help Desk Support (End User Support 1) 28823

Location: Fairfax, VA, Virginia, United States

Requisition Number:30947

Required Travel: 0 - 10%

Employment Type:Full Time/Salaried/Exempt

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

Security Clearance:USPS Sensitive

Level of Experience:MidHI

This opportunity resides with All-Domain Operations (ADO), a business group within HII’s Mission Technologies division. All-Domain Operations comprises multi-domain operations, platforms and logistics, and intelligence operations.

HII designs, develops, integrates and manages the sensors, systems and other assets necessary to support integrated ISR operations and accelerated decision-making. With data fusion and mission management capabilities for the Department of Defense, the combatant commands and the intelligence community, HII advances the mission around the globe.

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.

Summary:

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.

What You Will Do:

• 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 elevate 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 elevate 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.

What We're Looking For:

• 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 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.
• All candidates will be subject to a pre-employment background investigation per HII requirements.

Preferred Experience:

Knowledge, skills, and abilities in some or all of the following are preferred:

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

#LI-SF1

The listed salary range for this role is intended as a good faith estimate based on the role's location, expectations, and responsibilities. When extending an offer, HII's Mission Technologies division takes a variety of factors into consideration which include, but are not limited to, the role's function and a candidate's education or training, work experience, and key skills.

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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status or any other basis protected by federal, state, or local law. Do You Need Assistance? If you need a reasonable accommodation for any part of the employment process, please send an e-mail to [e-mail] and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. Additionally, you may also call 1-844-849-8463 for assistance. Press #3 for HII Mission Technologies.