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Customer Service (Help Desk Technical Support 3) - 2567

Date: Feb 23, 2021

Location: San Antonio, TX, US, 78229

Company: HII's TSD

A division of Huntington Ingalls Industries

  • Defense & Federal Solutions
    • Defense & Federal Solutions, a business group within Huntington Ingalls Industries’ Technical Solutions division, helps solve tough national security challenges for the Department of Defense, the intelligence community and federal civilian agencies. Our expert capabilities include intelligence, surveillance and reconnaissance (ISR), and cyber; secure enterprise IT engineering and operations; military training and simulation; logistics management and integrated product support; and fleet maintenance, modernization, repair and sustainment.

Job Description

 

HII-MDIS is currently seeking a Help Desk Specialist for the PACER Service Center to work out of San Antonio, TX for a Federal government customer. (The successful candidate will work remotely during the COVID-19 pandemic, and they will be expected to work on-site in San Antonio when the government agency determines it’s safe to return to the office.) The successful Help Desk Specialist will be responsible for providing Tier 1 customer support for end users using a client-created application called PACER. Responsibilities include initial assessment, triage, research, and resolution of the customer's issue.

Essential Job Responsibilities

 

The following statements of duties and responsibilities are intended to describe the general nature and level of work being performed by individuals assigned to this position. These statements are not intended to be an exhaustive list of all duties and responsibilities required of all personnel within this position. Actual duties and responsibilities may vary depending upon assignments and other factors.

 

  • Works effectively with customers to satisfactorily resolve their issues within the terms of their service level agreements between the customer and the Hosting Branch.
  • Serve as the first point of contact for users seeking assistance over the phone or from email
  • Analyze and resolve proper processing of registrations
  • Assist customers with PACER and CM/ECF application issues
  • Troubleshooting and resolve registration issues
  • Determine the best solution based on the issue and details provided by customer
  • Properly escalate unresolved issues to management
  • Ensure proper recording, documentation and resolution of questions and issues
  • Walk customers through documented problem-solving procedures
  • Document any new trouble shooting steps and contribute to the growth of the repository

Minimum Qualifications

 

  • Associates Degree or other 2 year technical degree in related discipline and 3 years of related experience; or High School Diploma or equivalent and 5 years related experience.

 

Security:

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

Preferred Requirements

 

Education: High School diploma

Experience: The successful applicant must have at least 9 years of general experience, of which 6 years of experience must be related to the position, such as:

  • Customer service representative
  • IT Help Desk support

Education: Bachelor’s Degree

Experience working with the United States Federal Courts, the Administrative Office of the U.S. Courts, and/or the PACER System is a plus.

 

Skills:

 

  • Excellent written and oral communication skills. The successful applicant will be able to communicate effectively and efficiently with technical and non-technical audiences.
  • Customer service skills. The successful applicant will be capable of following the customer’s service level agreements, to provide effective and efficient support to end users and help desks.
  • Troubleshooting skills. The successful applicant will effectively and efficiently work with customers on their IT issues, including: walking them through the process of resolving their issues, understanding when and how to escalate issues to others, and advocating on the client’s behalf to ensure the escalated issue is successfully taken care of in a timely fashion.
  • Technical skills. The successful applicant will be capable of analyzing, troubleshooting, and resolving registration issues. 
  • Process improvement skills. The successful applicant will document any new trouble shooting steps and contribute to the growth of the team’s knowledge base.

 

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: San Antonio