Service Desk Specialist

Service Desk SpecialistHII's Mission Technologies division is searching for a Service Desk Specialist to help support our new mission in Springfield, VA. You will serve as the first-level technical support for Microsoft Windows desktop systems, printers, voice-over-IP phones, and video teleconferencing systems, responsible for troubleshooting hardware, software, and peripheral issues. In this role, you will respond to user inquiries in-person, by phone, or through ticketing systems, ensuring all incidents and service requests are accurately documented, and escalate complex or unresolved issues to higher-tier support teams following established procedures.Essential Job Responsibilities:Gathering necessary details from customers to fully capture and classify IT issues, requests, and problemsUsing service management tools to create, update, and track tickets throughout their lifecyclePerforming basic account support such as password resets, access verification, and profile troubleshootingConducting routine workstation tasks such as software installations, configuration updates, or basic system checksContributing to team knowledge by documenting common issues and solutions to improve support efficiencyMinimum Qualifications:Level 1: Associates Degree or other 2 year technical degree in related discipline and 0 years experience; or High School Diploma or equivalent and 2 years related experience.Level 2: Associates Degree or other 2 year technical degree in related discipline and 1 year of related experience; or High School Diploma or equivalent and 3 years related experience.1 year of experience working on an enterprise services desk, help desk, or similar IT-focused customer support role.Demonstrated experience with the following:Providing technical assistance and support to Microsoft Windows desktop platformsWorking with customers, either in-person or over the phone, to elicit all necessary details to capture IT service requests, incidents, or problems accurately and completely.TS/SCI clearance required with ability to obtain CI PolyMust meet DoD 8140/CSWF for 411-Basic or be willing to obtain the appropriate credential within 6 monthsPreferred Requirements:Experience with remote monitoring or management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterpriseExperience with commercial-off-the-shelf service management and ticketing systems (e.g., ServiceNow, BMC, Jira, Zendesk)Formal training or vendor certifications such as Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, ITIL 4 Foundations, Google IT Support Professional, CompTIA A+The listed salary range for this role is intended as a good faith estimate based on the role's location, expectations, and responsibilities. When extending an offer, HII's Mission Technologies division takes a variety of factors into consideration which include, but are not limited to, the role's function and a candidate's education or training, work experience, and key skills.