What are the responsibilities and job description for the PACER Help Desk position at HII?
Date: Apr 16, 2024
Location: Aberdeen Proving Ground, MD, Remote, United States
Company: HII's Mission Technologies division
Requisition Number: 18625
Required Travel: 0 - 10%
Employment Type: Full Time/Hourly/Non-Exempt
Anticipated Salary Range: $40,805.00 - $50,000.00
Security Clearance: None
Level of Experience: Mid
Meet HII’s Mission Technologies Division
Our team of more than 7,000 professionals worldwide delivers all-domain expertise and advanced technologies in service of mission partners across the globe. Mission Technologies is leading the next evolution of national defense – the data evolution - by accelerating a breadth of national security solutions for government and commercial customers. Our capabilities range from C5ISR, AI and Big Data, cyber operations and synthetic training environments to fleet sustainment, environmental remediation and the largest family of unmanned underwater vehicles in every class. Find the role that’s right for you. Apply today. We look forward to meeting you.
Job Description
HII-Mission Technologies is currently seeking a Help Desk Specialist for the PACER Service Center. The successful candidate will be responsible for providing Tier 1 customer support for end users using a client-created application called PACER. The core hours for PACER operations are 8-6 PM CST Monday-Friday.
This position can be worked 100% remotely
Essential Job Responsibilities
- Initial assessment, triage, research, and resolution of the customer's issue.
- Work effectively with customers to satisfactorily resolve their issues within the terms of their service level agreements between the customer and the Hosting Branch.
- Serve as the first point of contact for users seeking assistance over the phone or from email.
- Analyze and resolve proper processing of registrations.
- Assist customers with PACER and CM/ECF application issues.
- Troubleshooting and resolve registration issues.
- Determine the best solution based on the issue and details provided by customer.
- Properly escalate unresolved issues to management.
- Ensure proper recording, documentation and resolution of questions and issues.
- Walk customers through documented problem-solving procedures.
- Document any new trouble shooting steps and contribute to the growth of the repository.
Minimum Qualifications
- Associate degree or other 2 year technical degree in related discipline and 3 years of related experience; or High School Diploma or equivalent and 5 years related experience.
- All candidates will be subject to a pre-employment background investigation per HII requirements.
Preferred Requirements
- Customer service representative experience
- Call center experience
- IT Help Desk support experience
- Bachelor’s Degree
- Experience working with the United States Federal Courts, the Administrative Office of the U.S. Courts, and/or the PACER System is a plus.
Why HII
We build the world’s most powerful, survivable naval ships and defense technology solutions that safeguard our seas, sky, land, space and cyber. Our diverse workforce includes skilled tradespeople; artificial intelligence, machine learning (AI/ML) experts; engineers; technologists; scientists; logistics experts; and business administration professionals.
Recognized as one of America’s top large company employers, we are a values and ethics driven organization that puts people’s safety and well-being first. Regardless of your role or where you serve, at HII, you’ll find a supportive and welcoming environment, competitive benefits, and valuable educational and training programs for continual career growth at every stage of your career.
Together we are working to ensure a future where everyone can be free and thrive.
Today’s challenges are bigger than ever, and the nation needs the best of us. It’s why we’re focused on hiring, developing and nurturing our diversity. We believe that diversity among our workforce strengthens the organization, stimulates creativity, promotes the exchange of ideas and enriches the work lives of all our employees.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
Do You Need Assistance?
If you need a reasonable accommodation for any part of the employment process, please send an e-mail to buildyourcareer@hii-co.com and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. Additionally, you may also call 1-844-849-8463 for assistance. Press #3 for HII Technical Solutions.
Salary : $40,805 - $50,000
