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Huntington Ingalls Industries Technical Support Specialist - 18766 in Merrifield, Virginia

Technical Support Specialist - 18766

Position Location Merrifield, VA

Requisition # 18766

# of Openings 1

HII-Mission Driven Innovative Solutions Inc. (HII-MDIS) provides mission-critical engineering and technical service to Information Technology, Federal Civilian, and National Security, Aerospace & Defense and International government and commercial customers at over 100 locations worldwide.

HII-MDIS is currently seeking a Technical Support Specialist to work out of their Merrifield, VA office.

Duties & Responsibilities (to include but not be limited to the following):

  • 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 correctly connecting to the network via LAN and Cellular connection.

  • Follow helpdesk scripts and use helpdesk knowledge to analyze and resolve system hardware and software issues, troubleshoot network and communication problems, and transfer or escalate issues

  • Proactively monitor equipment for performance issues and conduct follow-up to ensure resolution

  • 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 and verify inventory

  • Learn to re-configure CPU/handheld based scanning systems and web-based configuration systems

Qualifications & Experience:

Required-

  • Minimum of one year experience working a technical support

  • Willing to work any day of the week. Current hours of operation are M-S 0700-2300 and occasional Sunday or Holiday;

  • Experience working cooperatively with technical support groups when troubleshooting network issues via bridge calls, email, and instant messenger and other communication tools.

  • Shall have knowledge, skills, and abilities in some or all of the below:

  • Computer operations background​

  • Computer networking knowledge

  • Verify GPS accuracy and functionality

  • Verify network timings (Cellular & LAN)

  • Verify proper sequential operation

  • Verify 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.

Preferred-

  • Experience using Service Now incident ticket system

  • Experience with Global Positioning System (GPS) and Turn-By-Turn direction applications and troubleshooting

  • Experience with Secure Digital (SD) Card troubleshooting

  • Familiarity with USPS mail processing systems (operations, equipment and/or software)

  • Familiarity with the suite of Intelligent Mail Barcodes and Intelligent Mail Package Barcodes

  • Familiarity with USPS Mobile Delivery Device (MDD) software/hardware

  • College degree

Security:

  • Must be able to obtain and maintain a USPS Sensitive Clearance

  • Must be a U.S. Citizen or have a Green Card 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

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

Huntington Ingalls Industries is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.

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