Help Desk Specialist (End User Support 2) - 18231

Date: Jul 9, 2024

Location: Philadelphia, PA, Pennsylvania, United States

Company: HII's Mission Technologies division

Requisition Number: 18231 

Required Travel: 0 - 10% 

Employment Type: Full Time/Salaried/Exempt

Security Clearance: Ability to Obtain  

Level of Experience: Mid 


This opportunity resides with Live, Virtual, Constructive Solutions, a business group within HII’s Mission Technologies division. As a trusted partner to our military customers, we design, develop and operate systems that bring together service members from across the globe to help you train like you fight, because we understand that preparation requires full coordination—not readiness in piece parts.


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. Apply today. We look forward to meeting you.

Job Description

HII Mission Technologies is seeking a Help Desk Specialist to join the PIVOT-I team at the U.S. Department of Education onsite in Philadelphia, PA. This individual will configure, install, and support desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals in support of Department of Education staff.


The successful candidate will be someone who has the technical skills outlined below and is able to:

  • Work well under pressure and to meet deadlines as needed
  • Adapt to various types of situations, clients, and tools
  • Maintain a professional attitude and appearance, while always providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed.

Essential Job Responsibilities

  • Troubleshoot, diagnose, and repair computers, laptops, and other peripherals.
  • Relocate IT equipment.
  • Configure IT devices for secure operation.
  • Connect and configure IT devices to use computer networks.
  • Diagnose hardware and software failures, communicate remediation plans to users, and provide status updates.
  • Provide software support for users.  
  • Support desktop maintenance and security maintenance.
  • Provide virtual assistance sessions.
  • Develop end-user documentation and instructions.
  • Contribute knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for support.
  • Support disaster recovery. 
  • Use an IT ticket system, receive and track trouble tickets, assign them for action, ensure that tickets are resolved and closed out.
  • Track and update the movement of all IT assets.
  • Stay in regular communication throughout the day with other tiers of support and Management staff. 
  • Participate in troubleshooting of issues and root cause identification.

Minimum Qualifications

  • 2 years relevant experience with Bachelors in related field; 0 years experience with Masters in related field; or High School Diploma or equivalent and 6 years relevant experience.
  • Client Requirements: Must have three or more years of experience servicing customers in a Desktop Support role.
  • Experience with Windows hardware and software.
  • Must be able to obtain a Public Trust Security Clearance.
  • Must possess ITIL Foundation level certification or agree to obtain within first 3 months of employment.

Preferred Requirements

  • Experience with Mac hardware and software is desired.
  • One or more of the following industry certifications is highly desired:
    • Help Desk Institute (HDI)
    • CompTIA A+
    • CompTIA Network+
    • CompTIA Security+
    • MCSA: Windows 10
    • MCSE: Desktop Infrastructure
    • MCDST: Microsoft Certified Desktop Support Technician

We build the world’s most powerful, survivable naval ships and defense technology solutions that safeguard our seas, sky, land, space and cyber. Our diverse 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.
Today’s challenges are bigger than ever, and the nation needs the best of us. It’s why we’re focused on hiring, developing and nurturing our diversity. We believe that diversity among our workforce strengthens the organization, stimulates creativity, promotes the exchange of ideas and enriches the work lives of all our employees. 


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 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 Technical Solutions.