Job Information
Huntington Ingalls Industries National Support Desk (CM/ECF) - 21985 in Aberdeen Proving Ground, Maryland
A division of Huntington Ingalls Industries
Job Description
HII-MDIS is currently looking to fill a Case Management/Electronic Case Files (CM/ECF) position for a Federal government customer. Tier 1 Support Desk Analyst (SDA) provides help desk and system deployment services for Appellate, District and Bankruptcy Case Management, Electronic Case Filing (CM/ECF). The analyst will be required to have troubleshooting, analytical, and decision-making skills to provide support and resolution to end-user issues or questions. The incumbent will provide operational and technical support to resolve application, functional and technical issues associated with CM/ECF.
Essential Job Responsibilities
Duties and Responsibilities (including but not limited to the following):
• Provide Tier 1 support for CM/ECF
• Utilize ITSM tool to create or track issues/requests
• Provide timely updates to tickets
• Perform remote troubleshooting
• Determine the best solution based on the issue and details provided by user
• Properly escalate unresolved queries to the next level of support
• Ensure proper recording, documentation, and closure for each issue
• Follow up with users, provide feedback and see problems through to resolution
• Preserve and grow the knowledge base for supported applications
• Review and provide recommendations regarding application instructional or procedural documentation
Minimum Qualifications
5 years relevant experience with Bachelors in related field; 3 years relevant experience with Masters in related field; 0 years experience with PhD or Juris Doctorate in related field; or High School Diploma or equivalent and 9 years relevant experience.
Minimum 2 years of IT work experience
Strong understanding of troubleshooting IT issues
Flexibility and adaptability to handle different product service calls
Good verbal and written communication skills
Preferred Requirements
• Experience with ServiceNow
• Software application Management experience
• Networking/Security experience
• Knowledge of the following products:
o Microsoft Office & Teams
o LINUX
• Understanding of ITIL best practices
• Background in Federal appellate, district and bankruptcy court operations
• Court experience with case management applications
Physical Requirements
May require working in an office, industrial, shipboard, or laboratory environment. Capable of climbing ladders and tolerating confined spaces and extreme temperature variances.
Huntington Ingalls Industries is America’s largest military shipbuilding company and a provider of professional services to partners in government and industry. For more than a century, HII’s Newport News and Ingalls shipbuilding divisions in Virginia and Mississippi have built more ships in more ship classes than any other U.S. naval shipbuilder. HII’s Technical Solutions division provides a wide range of professional services through its Fleet Support, Mission Driven Innovative Solutions, Nuclear & Environmental, and Oil & Gas groups. Headquartered in Newport News, Virginia, HII employs more than 42,000 people operating both domestically and internationally.
Huntington Ingalls Industries is an Equal Opportunity/Vets and Disabled Employer. U.S. Citizenship may be required for certain positions.
Huntington Ingalls Industries
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