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End User Support (End User Support 1) - 3112

Date: Jun 9, 2021

Location: Fairfax, VA, US, 22033

Company: HII's TSD

 A division of Huntington Ingalls Industries 

Summary

HII- Technical Solutions Division (HII-TSD)  is currently seeking a End User Support Specialist for our USPS contract to work out of our Fairfax - Fair Lakes, VA location. 

 

What you will do

  • Use support desk incident tracking systems
  • Create and manage incident (issue) tickets, provide caller with ticket number and estimated resolution time
  • Verify that software/equipment is properly configured and network connectivity is operational and correct connected to the network
  • Follow helpdesk scripts to analyze and resolve system hardware and software issues, troubleshoot network and communication problems, and transfer or escalate issues
  • Escalate issues as needed to next Tier support
  • Conduct follow-up to ensure issue is resolved and ticket is closed
  • Use ordering system to order and track replacement parts
  • Learn to re-configure CPU/laptop based scanning systems and web-based configuration systems
  • Provides technical support to business area management and staffs for personal computer systems software, hardware, and network connectivity. Installs, configures and troubleshoots desktop systems, workstations, and network connectivity issues.
  • Accountable for asset management of the information technology hardware.
  • May assign and maintain user passwords for specialized software.

What you must have

  • 0-1 year with BA or HS diploma + 4-5 years of relevant experience.
  • A minimum of one year of prior experience working in a technical support position.
  • Experience working cooperatively with technical support groups when troubleshooting network issues via bridge calls, email, and instant messenger and other communication tools.
  • Knowledge, skills, and abilities in some or all of the following:
  • Computer operations background​
  • Computer networking knowledge
  • Verifying network timings
  • Verifying proper sequential operation
  • Verifying data transmission & data return formats
  • 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
    • 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

Bonus points for

  • Active clearance of public trust
  • Experience using Service Now incident ticket system
  • Familiarity with USPS mail processing systems (operations, equipment and/or software)
  • Familiarity with the suite of Intelligent Mail Barcodes
  • Familiarity with USPS PASS or DSS software/hardware
  • College degree

 

Huntington Ingalls Industries is America’s largest military shipbuilding company and a provider of professional services to partners in government and industry. For more than a century, HII’s Newport News and Ingalls shipbuilding divisions in Virginia and Mississippi have built more ships in more ship classes than any other U.S. naval shipbuilder. HII’s Technical Solutions division provides a wide range of professional services through its Fleet Support, Mission Driven Innovative Solutions, Nuclear & Environmental, and Oil & Gas groups. Headquartered in Newport News, Virginia, HII employs more than 42,000 people operating both domestically and internationally.
 

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


Nearest Major Market: Washington DC