Support Jobs in Fairfax, VA

1 job found

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13d ago

Help Desk Support (End User Support 1)

HII Fairfax, VA

Fairfax, VA

13d ago

$45k - $45k/yr Full time Computer Skills Contact Center Customer Service

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Job Description

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.

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