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:
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.
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
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.