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Alion Science and Technology

Pacer Help Desk (Help Desk Technical Support 2) - 4569

San Antonio, TX

Job Description


HII-TSD is currently seeking a Help Desk Specialist for the PACER Service Center to work out of San Antonio, TX support the Administrative Office of the U.S. Courts. The Help Desk Specialist will be responsible for providing Tier 1 customer support for end users using a client-created application called PACER. This position can be worked 100% remotely.

What you will do

  • Responsibilities include initial assessment, triage, research, and resolution of the customer's issue.
  • Works 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
  • Excellent written and oral communication skills. The successful applicant will be able to communicate effectively and efficiently with technical and non-technical audiences.
  • Customer service skills: The successful applicant will be capable of following the customer's service level agreements, to provide effective and efficient support to end users and help desks.
  • Troubleshooting skills: The successful applicant will effectively and efficiently work with customers on their IT issues, including: walking them through the process of resolving their issues, understanding when and how to escalate issues to others, and advocating on the client's behalf to ensure the escalated issue is successfully taken care of in a timely fashion.
  • Technical skills: The successful applicant will be capable of analyzing, troubleshooting, and resolving registration issues.
  • Process improvement skills: The successful applicant will document any new trouble shooting steps and contribute to the growth of the team's knowledge base

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What you must have

  • 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.

  • All candidates will be subject to a pre-employment background investigation and drug screening per HII requirements.

Bonus points for

  • Client requirements: High School Diploma with 9 years of generalized experience and 6 years of specialized experience.
  • Customer service representative 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.

Building on a legacy of more than a century of naval shipbuilding, Technical Solutions, a division of Huntington Ingalls Industries provides mission-critical solutions to a wide variety of government and commercial customers worldwide. Comprising nearly 6,000 professionals in 45 states and 16 countries, our unique national security services portfolio includes unmanned systems, defense and federal solutions, and nuclear and environmental services. For more information, visit

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 supports national security missions around the globe with unmanned systems, nuclear and environmental services, and defense and federal solutions. Headquartered in Newport News, Virginia, HII employs more than 42,000 people operating both domestically and internationally. For more information, visit: .

A new Federal Executive Order requires that employees of Federal contractors and subcontractors be fully vaccinated for COVID-19 by January 4, 2022. Accordingly, as a condition of employment with Technical Solutions, a division of Huntington Ingalls Industries, employees will be required to provide proof of full vaccination against COVID-19 or have an approved exemption prior to starting employment.

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

Job ID: Alion-KHg1ymhquaTk
Employment Type: Other