Help Desk Support Details

Help Desk Support

Alion Science and Technology - Fairfax, VA

Employment Type : Full-Time

Job Description HII

Huntington Ingalls Industries - Technical Solutions Division (TSD) has an opening as a Help Desk Support (End User Support) opportunity supporting our clientthe US Postal Service out of our Fair Lakes, Virginia office.

What You'll 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 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
  

What You Must Have

• 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 maintain a USPS Sensitive Clearance
  

Physical Requirements

May require working in an office, industrial, shipboard, or laboratory environment. Capable of climbing ladders and tolerating confined spaces and extreme temperature variances.

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 resilient maritime platforms ever built, to unmanned systems and AI/ML analytics. HII leads the industry in mission-driven solutions that support and enable a connected, integrated full spectrum force. Headquartered in Newport News, Virginia, HII’s skilled workforce is 44,000 strong. For more information, please visit: hii.com.

Building on a legacy of more than a century of naval shipbuilding, Huntington Ingalls Industries’ Technical Solutions division is accelerating national security solutions to a wide variety of government and commercial customers worldwide. Comprising more than 7,000 professionals, our unique national security portfolio includes cyber and electronic warfare, fleet sustainment, ISR, live, virtual, constructive (LVC) solutions, nuclear and environmental services, and unmanned systems. For more information, visit tsd.huntingtoningalls.com.

Huntington Ingalls Industries is an Equal Opportunity/Vets and Disabled Employer. U.S. Citizenship may be required for certain positions.

• Employee Type:
  Full-Time
• Location:
  Fairfax, VA
• Job Type:
  Customer Service Information Technology
• Experience:
  Not Specified
• Date Posted:
  3/9/2022
• Job ID:
  843742400