Help Desk Support (End User Support 1)

The onsite Help Desk Support Technician role supports USPS operations in Fair Lakes, Fairfax, VA, delivering Tier 1–2 end-user assistance and managing incident tickets to resolution.

Responsibilities

• Provide Tier 1 and Tier 2 help desk support by handling requests via phone, email, or other channels and creating incident tickets.
• Troubleshoot hardware, software, and network connectivity issues, transferring or escalating problems as appropriate.
• Monitor open incidents and manage incident tickets through to resolution and closure.
• Verify that laptops and sorting equipment are properly configured and that software is up to date before closing tickets.
• Utilize the ordering system to procure and track replacement parts, following up until issues are resolved.
• Follow Knowledgebase articles to troubleshoot, resolve, and escalate incidents as needed.
• Analyze data and log files to identify root causes and document findings in the ticket, including relevant KB references.
• Document clear, concise facts in tickets using the 3C concept – Concern, Cause, and Correction.
• Collaborate with other technical support groups via bridge calls, email, and instant messaging, escalating when necessary.

Requirements

• 0 years of experience with a Bachelor’s degree in a related field; or a High School Diploma or equivalent with four years of relevant experience.
• Knowledge of troubleshooting hardware, software, and network connectivity issues.
• Experience working cooperatively in a team environment with other support groups via phone, email, and messaging chat tools.
• Strong oral and written communication skills for incident ticket documentation across interactions including phone, email, in-person, and other formats.
• Schedule flexibility to support a work schedule that includes weekends and holidays.
• Ability to obtain and maintain a USPS Sensitive Clearance.
• U.S. Citizenship or Green Card holder with residence in the United States for at least five years.
• No travel outside the United States for more than 180 days in the last five years.
• All candidates will be subject to a pre-employment background investigation per HII requirements.
• Background in computer operations.
• Knowledge of computer hardware, software, networking, and troubleshooting.
• Ability to verify data transmission and perform data analysis.

Benefits

• Comprehensive medical, dental, and vision plans with strong option choices.
• Wellness resources and employee assistance programs.
• 401(k) savings plan options with planning tools.
• Life insurance coverage.
• Employee discounts.
• Paid holidays and paid time off.
• Tuition reimbursement and scholarships for early childhood and post-secondary education.
• Potential bonuses or other non-recurrent compensation may be offered.

Leadership Mindset at HII – Mission Technologies

• Know and Grow Your People – Commit to learning and supporting team success.
• Build Relationships – Communicate openly, collaborate well, and build trust.
• Take Ownership – Deliver on commitments and take pride in your work.
• Customer First – Focus on the mission and those we serve.
• Shape the Future – Bring ideas, curiosity, and continuous improvement.
• Act with Urgency – Take initiative and follow through with purpose.