Service Desk Specialist

Mission Technologies, a division of HII; Springfield (VA); On-site; USD 39,000 - 84,000; Full time

Benefits offered by this job

Health benefits

401(k) retirement plan

Paid holidays and PTO

Tuition reimbursement

Job summary

HII Mission Technologies is seeking a Service Desk Specialist to provide first-level technical support for Windows desktops, printers, VOIP phones, and video conferecing systems in Springfield, VA. You will document incidents and service requests and escalate complex issues to higher-tier teams as needed.

The role includes on-site responsibilities with level-specific qualification requirements and a chance to grow within a DoD-focused IT environment.

Qualifications

• Level 1: Associate degree or 2-year technical degree with 0 years experience; or HS diploma with 2 years related experience.
• Level 2: Associate degree with 1 year related experience; or HS diploma with 3 years related experience.
• 1 year of experience working on an enterprise services desk, help desk, or similar IT-focused customer support role.

Responsibilities

• Gathering details from customers to capture IT issues, requests and problems.
• Using service management tools to create, update, and track tickets.
• 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.

Skills

Windows support

Customer service

Ticketing systems

Password resets

Education

Associates Degree

High School Diploma

Tools

ServiceNow

BMC

Jira

Zendesk

Job description

Requisition Number: 30057

Required Travel: 0 – 10%

Employment Type: Full Time/Hourly/Non-Exempt

Anticipated Salary Range: $39,286.00 - $83,882.00

Security Clearance: TS/SCI

Level of Experience: Entry Level

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 Mindset at HII – Mission Technologies

Role

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.

Job Description

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 elevate complex or unresolved issues to higher‑tier support teams following established procedures.

Help Desk 1 : $ 50,000- $ 60,000

Help Desk 2 : $ 60,000- $ 65,000

Essential Job 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.
• Additionally, you will 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.

Minimum Qualifications

Level 1 :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.

Level 2 : 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.

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

Preferred Requirements

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+

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.

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

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

Bonus/other non-recurrent compensation is occasionally offered for qualified positions, and if applicable to this role will be addressed by the recruiter at the screening phase of application.

Why HII

We build the world’s most powerful, survivable naval ships and defense technology solutions that safeguard our seas, sky, land, space and cyber. Our workforce includes skilled tradespeople; artificial intelligence, machine learning (AI/ML) experts; engineers; technologists; scientists; logistics experts; and business administration professionals.

Recognized as one of America’s top large company employers, we are a values and ethics driven organization that puts people’s safety and well-being first. Regardless of your role or where you serve, at HII, you’ll find a supportive and welcoming environment, competitive benefits, and valuable educational and training programs for continual career growth at every stage of your career.

Together we are working to ensure a future where everyone can be free and thrive.

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, or 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.