Help Desk Specialist (End User Support 2) - 13040

Help Desk Specialist (End User Support 2) - 13040

29 Jan 2023
Massachusetts, Boston, 02108 Boston USA

Help Desk Specialist (End User Support 2) - 13040

Requisition Number: 13040

Required Travel: 0 - 10%

Employment Type: Full Time/Salaried/Exempt

Hours Per Week: 40

Security Clearance: Position of Public Trust

Level of Experience: Mid


HII Mission Technologies is seeking a Help Desk Specialist to join the PIVOT-I team at the U.S. Department of Education onsite in Boston, MA. This individual will configure, install, and support desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals in support of Department of Education staff.

The successful candidate will be someone who has the technical skills outlined below and is able to:

  • Work well under pressure and to meet deadlines as needed
  • Adapt to various types of situations, clients, and tools
  • Maintain a professional attitude and appearance, while always providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed.

What you will do

  • Troubleshoot, diagnose, and repair computers, laptops, and other peripherals.
  • Relocate IT equipment.
  • Configure IT devices for secure operation.
  • Connect and configure IT devices to use computer networks.
  • Diagnose hardware and software failures, communicate remediation plans to users, and provide status updates.
  • Provide software support for users.
  • Support desktop maintenance and security maintenance.
  • Provide virtual assistance sessions.
  • Develop end-user documentation and instructions.
  • Contribute knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for support.
  • Support disaster recovery.
  • Use an IT ticket system, receive and track trouble tickets, assign them for action, ensure that tickets are resolved and closed out.
  • Track and update the movement of all IT assets.
  • Stay in regular communication throughout the day with other tiers of support and Management staff.
  • Participate in troubleshooting of issues and root cause identification.

What you must have

  • 2 years relevant experience with Bachelors in related field; 0 years experience with Masters in related field; or High School Diploma or equivalent and 6 years relevant experience.
  • Client Requirements: Must have three or more years of experience servicing customers in a Desktop Support role.
  • Experience with Windows hardware and software.
  • Must be able to obtain a Public Trust security clearance.
  • Must possess ITIL Foundation level certification or agree to obtain within first 3 months of employment.

Bonus points for

  • Experience with Mac hardware and software is desired.
  • One or more of the following industry certifications is highly desired:
    • Help Desk Institute (HDI)
    • CompTIA A+
    • CompTIA Network+
    • CompTIA Security+
    • MCSA: Windows 10
    • MCSE: Desktop Infrastructure
    • MCDST: Microsoft Certified Desktop Support Technician

This opportunity resides with Live, Virtual, Constructive Solutions, a business group within HII's Mission Technologies division. As a trusted partner to our military customers, we design, develop and operate systems that bring together service members from across the globe to help you train like you fight, because we understand that preparation requires full coordination-not readiness in piece parts.

HII is a global engineering and defense technologies provider. With a 135-year history of trusted partnerships in advancing U.S. national security, HII delivers critical capabilities ranging from the most powerful and survivable naval ships ever built, to unmanned systems, ISR and AI/ML analytics. HII leads the industry in mission-driven solutions that support and enable a networked, all-domain force. Headquartered in Virginia, HII's skilled workforce is 44,000 strong. For more information, please visit:

HII is an Equal Opportunity/Vets and Disabled Employer. U.S. Citizenship may be required for certain positions.

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