IT UX AND TECH SUPPORT

📍 Job Overview

Job Title: IT UX and Tech Support Company: Huntington Ingalls Industries (HII) Location: Pascagoula, Mississippi, United States Job Type: Full-Time Category: IT Operations & Support Date Posted: August 12, 2025 Experience Level: 10+ Years (Based on AI assessment of Bachelor's + 9 years or Master's + 7 years) Remote Status: On-site

🚀 Role Summary

• This role is pivotal in enhancing the user experience (UX) for IT services and products within Huntington Ingalls Industries (HII), focusing on the Ingalls Shipbuilding division.
• The position involves bridging the gap between technical IT operations and business stakeholders by translating complex IT services into understandable terms and ensuring user-centric design principles are applied.
• A key function is to conduct user research and usability testing to identify user needs, behaviors, and pain points, directly influencing the improvement of IT interfaces and overall user satisfaction.
• This role requires strong analytical skills to interpret feedback and usage data, driving continuous improvement initiatives for IT operations and delivery.
• The IT UX and Tech Support professional will be responsible for developing clear communications and user guides to facilitate smooth deployments of new IT products and services.

📝 Enhancement Note: While the title includes "Tech Support," the primary responsibilities heavily lean towards User Experience (UX) design, research, and communication. The "Tech Support" aspect likely refers to the understanding of IT systems and the ability to explain technical concepts to end-users and stakeholders, rather than direct end-user troubleshooting. The role implies a need to be an advocate for the user within the IT landscape.

📈 Primary Responsibilities

• User Experience Enhancement: Collaborate closely with IT Operations, development teams, and business units to ensure IT products and services deliver a seamless and intuitive user experience.
• User Research & Analysis: Plan and execute user research methodologies, including usability testing, interviews, and surveys, to gather insights into user needs, pain points, and behaviors.
• Stakeholder Communication: Translate complex technical IT services, products, and operational updates into clear, concise, and actionable information for both technical and non-technical stakeholders.
• Feedback Integration: Analyze user feedback, usage data, and performance metrics to identify areas for improvement in user interfaces, workflows, and overall IT service delivery.
• Documentation & Training: Develop comprehensive user guides, communication materials, and training resources to support the effective adoption and utilization of new and existing IT products and services.
• Presentation & Advocacy: Create and deliver engaging presentations to communicate the value, functionality, and roadmap of IT Operations and Delivery products and services to various business units and leadership.
• IT Product Support: Provide expert insights and support related to new IT products and initiatives at Ingalls, such as Okta, Yubikey, Zscaler, and Microsoft 365 (M36).

📝 Enhancement Note: The responsibilities highlight a blend of UX strategy and practical implementation. The emphasis on translating complex IT services and creating communications suggests a need for strong documentation and presentation skills, common in roles that bridge technical and business functions. The mention of specific technologies (Okta, Yubikey, Zscaler, M36) indicates a need for familiarity with modern IT security and productivity tools.

🎓 Skills & Qualifications

Education:

• Bachelor of Science Degree with a minimum of 9 years of relevant experience, OR
• Master's Degree with a minimum of 7 years of relevant experience.

Experience:

• Extensive experience in roles focused on user experience, IT support, or technical communication within a large enterprise environment.
• Proven track record of collaborating with cross-functional teams, including developers and business stakeholders, to enhance user satisfaction with technology.
• Experience in conducting user research, usability testing, and analyzing user feedback to drive product or service improvements.

Required Skills:

• User Experience (UX) Principles: Solid understanding of UX design principles, user-centered design methodologies, and best practices for creating intuitive interfaces.
• User Research & Testing: Proficiency in planning and conducting user research activities, including usability testing, user interviews, and surveys.
• Communication & Translation: Exceptional oral and written communication skills, with the ability to clearly articulate complex technical concepts to diverse audiences.
• Data Analysis & Interpretation: Ability to analyze user feedback, usage data, and performance metrics to derive actionable insights for improvement.
• Documentation & Content Creation: Skill in creating clear, concise, and effective user guides, training materials, and technical communications.
• Presentation Skills: Proven ability to develop and deliver compelling presentations to various stakeholder groups.

Preferred Skills:

• IT Operations Acumen: Familiarity with IT operations, service delivery, and the lifecycle of IT products and services.
• Specific Technology Knowledge: Experience with or knowledge of Okta, Yubikey, Zscaler, and Microsoft 365 (M36) within an enterprise context.
• Stakeholder Management: Strong ability to manage relationships and expectations with various internal stakeholders.
• Interpersonal & Coordination Skills: Excellent interpersonal skills, with a proven ability to coordinate efforts across different teams and individuals.
• Leadership Qualities: Demonstrated leadership potential, with the ability to influence and guide project direction.

📝 Enhancement Note: The "CURRENT employee" requirement means that only internal candidates are eligible. This significantly impacts the applicant pool and suggests that familiarity with HII's internal systems and culture is a prerequisite. The experience requirements, combined with the educational requirements, point to a senior-level individual contributor role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• User-Centric Design Examples: Showcase projects that demonstrate a strong understanding and application of user-centered design principles, with clear articulation of the user problems addressed.
• Usability Testing Case Studies: Present examples of usability testing conducted, including methodologies used, key findings, and the impact of those findings on design iterations and user experience improvements.
• Communication & Documentation Samples: Provide examples of user guides, training materials, or internal communications created for IT products or services, highlighting clarity and effectiveness.
• Cross-Functional Collaboration Evidence: Demonstrate instances where you successfully collaborated with development, IT operations, and business stakeholders to achieve user experience goals.
• Impact Metrics: Include metrics demonstrating the positive impact of your work on user satisfaction, adoption rates, or efficiency improvements related to IT services.

Process Documentation:

• User Research Process: Detail your approach to planning, executing, and analyzing user research, including ethical considerations and data privacy.
• Communication Strategy: Outline your process for developing and disseminating technical information and user support materials to diverse audiences.
• Feedback Loop Implementation: Describe how you establish and manage feedback loops with users and stakeholders to ensure continuous improvement of IT services.
• System Deployment Support: Illustrate your process for creating and delivering documentation and communications that facilitate smooth and successful deployments of new IT systems.

📝 Enhancement Note: Given the UX focus, a portfolio demonstrating practical application of UX research and communication strategies is crucial. Candidates should be prepared to showcase how they translate technical intricacies into user-friendly experiences and support materials, highlighting tangible improvements and cross-functional collaboration.

💵 Compensation & Benefits

Salary Range: As this is an internal-only posting, specific salary ranges are typically communicated through internal HR channels or compensation structures. However, based on industry standards for a role requiring 7-9+ years of experience in Mississippi, a professional in this capacity could expect a salary in the range of $80,000 - $120,000 annually. This estimate is based on general market data for IT UX and Technical Support roles in the region, taking into account the specialized skills and experience required.

Benefits: Huntington Ingalls Industries offers a comprehensive benefits package designed to support employee well-being and professional development, including:

• Health & Wellness: Medical, Prescription Drug, Dental, and Vision Plan Choices, On-site Health Centers, Tele-medicine, Wellness Resources, Employee Assistance Programs.
• Financial Security: Savings Plan Options (401K), Financial Education and Planning Tools, Life Insurance.
• Professional Development: Tuition Reimbursement, Scholarships for early childhood and post-secondary education.
• Employee Perks: Employee Discounts.

Working Hours:

• The role is designated as a 1st shift position, typically aligning with standard business hours (e.g., 8:00 AM to 4:30 PM or 7:00 AM to 3:30 PM, Monday to Friday).
• The standard workweek is 40 hours. As it is an on-site position, adherence to the facility's operational schedule is expected.

📝 Enhancement Note: The salary range provided is an estimate for external market comparison. Internal compensation will be based on HII's specific pay grades and structures. The extensive benefits package highlights HII's commitment to employee welfare and long-term career support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Shipbuilding and Defense Technology. Huntington Ingalls Industries (HII) is the largest supplier of U.S. Navy surface combatants and a major provider of unmanned systems and defense technologies. Ingalls Shipbuilding, in particular, focuses on building amphibious assault ships, destroyers, and cutters for the U.S. Navy and Coast Guard. Company Size: Over 11,000 employees at Ingalls Shipbuilding, indicating a large, complex, and established organization. This scale suggests opportunities for structured processes, but also potential for navigating bureaucratic layers. Founded: Ingalls Shipbuilding has a history of nearly 85 years, highlighting a deep-rooted legacy in shipbuilding and a long-standing presence in the defense sector.

Team Structure:

• Information Systems Team: This role falls under the "58 Information Systems" team, suggesting a dedicated IT department responsible for managing the company's technology infrastructure and services.
• Reporting Structure: Likely reports to an IT Manager or Director within the Information Systems division, with potential for direct interaction with project managers and business unit leaders.
• Cross-functional Collaboration: Close collaboration is expected with developers, IT Operations personnel, business stakeholders across various departments, and potentially end-users of IT systems.

Methodology:

• Process-Oriented: As a large defense contractor, HII likely adheres to structured processes and methodologies, particularly in IT service delivery and project management.
• Data-Driven Improvement: The emphasis on analyzing feedback and usage data indicates a commitment to data-driven decision-making for IT service enhancements.
• User Advocacy: The UX focus suggests a growing emphasis on user-centric approaches within the IT function, aiming to improve efficiency and satisfaction through better system design and support.

Company Website: https://careers.huntingtoningalls.com/

📝 Enhancement Note: The company's industry and size dictate a professional, process-driven environment. As an internal role, understanding HII's established operational frameworks and cultural norms will be advantageous. The "building tomorrow's fleet today" slogan underscores a mission-oriented culture focused on national security and technological advancement.

📈 Career & Growth Analysis

Operations Career Level: This position is a senior individual contributor role, likely at a mid-to-senior level within the IT operations and UX domain, given the extensive experience requirements (7-9+ years). It involves significant responsibility for improving user experience and communicating technical information. Reporting Structure: The role reports into the Information Systems team (Team 58), likely to a manager or director overseeing IT operations, user support, or IT product management. The position requires collaboration with various internal departments, providing exposure to different business functions. Operations Impact: The role directly impacts operational efficiency and user productivity by ensuring IT systems are user-friendly and well-supported. By improving the user experience of IT services, this position contributes to enhanced employee productivity, reduced support overhead, and better adoption of critical business technologies.

Growth Opportunities:

• Specialization in UX/IT: Potential to deepen expertise in User Experience design, IT service management, or specific technologies like Okta, Zscaler, and M36 within a large enterprise.
• Project Leadership: Opportunity to lead UX initiatives, manage documentation projects, or take on more responsibility for communication strategies related to IT deployments.
• Cross-Functional Mobility: Experience gained in this role can open doors to other IT roles, project management, or business analysis positions within HII due to the broad exposure to business processes and IT systems.
• Mentorship: Potential to mentor junior team members or contribute to developing internal UX best practices within HII.

📝 Enhancement Note: For an internal candidate, this role represents a significant opportunity to advance within HII's IT department by leveraging established company knowledge and demonstrating expertise in UX and technical communication. The growth potential is tied to internal advancement tracks within a large corporation.

🌐 Work Environment

Office Type: This is an on-site position at Huntington Ingalls' Ingalls Shipbuilding division in Pascagoula, Mississippi. The work environment will be within a corporate office setting, integrated with a large industrial and manufacturing complex. Office Location(s): Pascagoula, Mississippi, United States. Workspace Context:

• Collaborative Hub: Expect a dynamic office environment where collaboration with IT colleagues, developers, and business stakeholders is frequent and encouraged.
• Technology Infrastructure: Access to HII's internal IT tools, systems, and resources necessary for performing job functions, including potentially advanced UX research tools.
• Team Interaction: Opportunities for regular interaction with the IT Operations and Information Systems teams, fostering knowledge sharing and team cohesion.

Work Schedule:

• The position is full-time, 1st shift, conforming to standard business hours.
• Employees are expected to be present at the Pascagoula facility, adhering to the facility's operational schedule and policies.

📝 Enhancement Note: The on-site requirement means candidates must be able to commute to Pascagoula, Mississippi. The environment is likely a blend of corporate office and an active shipbuilding facility, requiring adaptability and professionalism.

📄 Application & Portfolio Review Process

Interview Process:

• Internal Application Review: As an internal posting, the initial stage involves reviewing the applicant's current employee record, performance history, and alignment with the role's requirements.
• Initial Screening: A recruiter or hiring manager will likely conduct an initial conversation to assess fit, understanding of the role, and motivation.
• Technical/Behavioral Interview: Expect interviews focused on UX principles, user research methodologies, communication strategies, and problem-solving skills. Behavioral questions will assess how you've handled past situations related to collaboration, user advocacy, and technical communication.
• Portfolio Presentation: A key component will likely be a presentation of your portfolio, showcasing relevant UX projects, research findings, and communication materials.
• Stakeholder/Team Interviews: Interviews with potential colleagues or business stakeholders may be included to assess team fit and cross-functional collaboration capabilities.

Portfolio Review Tips:

• Tailor to HII: Emphasize projects that align with HII's mission and the specific responsibilities of the role, such as improving internal IT tools or complex system communications.
• Showcase Process: Clearly articulate your process for UX research, design iteration, and communication strategy development. Detail the "why" and "how" behind your work.
• Quantify Impact: Wherever possible, use metrics to demonstrate the positive outcomes of your work (e.g., improved user satisfaction scores, reduced error rates, increased adoption rates).
• Highlight Communication: For this role, specifically showcase examples of effective technical documentation and presentations that simplify complex information.
• Address Specific Technologies: If you have experience with Okta, Yubikey, Zscaler, or M36, prominently feature these in your portfolio with examples of how you've used or supported them.

Challenge Preparation:

• UX Case Study: Be prepared to walk through a case study from your portfolio, explaining the user problem, your approach, the solutions implemented, and the results achieved.
• Communication Scenario: Anticipate a scenario where you need to explain a complex IT change or product to a non-technical audience. Practice distilling technical jargon into clear language.
• Problem-Solving: Prepare for questions about how you would approach improving the user experience of a specific HII IT system, or how you would handle conflicting stakeholder feedback.

📝 Enhancement Note: For internal candidates, leveraging existing knowledge of HII's environment and demonstrating how past projects align with the company's needs will be crucial for a successful application and interview process.

🛠 Tools & Technology Stack

Primary Tools:

• User Experience (UX) / User Interface (UI) Design Tools: Proficiency in tools like Figma, Sketch, Adobe XD, or similar for wireframing, prototyping, and UI design may be beneficial for understanding the output of development.
• User Research & Testing Platforms: Experience with tools for conducting usability testing, surveys, and user interviews (e.g., UserTesting.com, SurveyMonkey, Lookback).
• Documentation & Content Creation Tools: Proficiency in Microsoft Office Suite (Word, PowerPoint, Visio), Confluence, or similar for creating user guides, documentation, and presentations.
• Collaboration Tools: Familiarity with Microsoft Teams, Slack, or other internal collaboration platforms used at HII.

Analytics & Reporting:

• Web Analytics Tools: Experience with tools like Google Analytics or Adobe Analytics to understand user behavior on web-based applications.
• Data Visualization Tools: Familiarity with tools like Tableau or Power BI for creating dashboards and reports on user feedback and system performance.

CRM & Automation:

• CRM Systems: While not a direct CRM role, understanding how IT products integrate with or support CRM functions (e.g., Salesforce) can be beneficial.
• IT Service Management (ITSM) Tools: Familiarity with ITSM platforms like ServiceNow for understanding IT support workflows and service delivery processes.
• Key Technologies Mentioned:
  • Okta: Identity and Access Management (IAM) solution.
  • Yubikey: Hardware security key for multi-factor authentication (MFA).
  • Zscaler: Cloud-based security platform for secure internet access.
  • Microsoft 365 (M36): Suite of productivity and collaboration tools.

📝 Enhancement Note: The preferred qualifications explicitly mention Okta, Yubikey, Zscaler, and M36. Demonstrating experience or a strong understanding of these specific technologies will significantly strengthen an application. The role requires not just understanding UX but also how IT services are delivered and supported within a corporate IT ecosystem.

👥 Team Culture & Values

Operations Values:

• Integrity & Ethics: As a defense contractor, HII likely places a high emphasis on ethical conduct, integrity, and adhering to strict quality and safety standards in all operations.
• Commitment to Mission: A strong sense of purpose tied to supporting national security through shipbuilding and defense technology. This translates to a dedicated and mission-driven workforce.
• Excellence & Innovation: Striving for excellence in engineering, manufacturing, and technology adoption, while fostering innovation to meet evolving defense needs.
• Collaboration & Teamwork: Encouraging a collaborative environment where individuals work together to achieve complex project goals, reflecting the integrated nature of shipbuilding.
• People First: HII emphasizes employee safety, well-being, and professional development, creating a supportive environment for its workforce.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative style, requiring seamless integration with diverse teams, including engineering, manufacturing, IT, and project management.
• Process-Driven Communication: Communication is likely structured and documented, ensuring clarity and accountability across projects and operational changes.
• Feedback Culture: A culture that values constructive feedback for continuous improvement, particularly in refining user experiences and operational processes.

📝 Enhancement Note: Understanding and aligning with HII's core values, especially those related to mission, integrity, and collaboration, will be key for internal candidates to demonstrate cultural fit.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Large Enterprise Systems: Working within a large, established organization like HII may present challenges in adapting to existing processes, systems, and potentially legacy technologies.
• Balancing User Needs with Technical Constraints: The role requires balancing the ideal user experience with the practicalities of IT development, budget, and existing infrastructure.
• Communicating Technical Changes: Effectively communicating complex IT updates and new technologies to a diverse workforce with varying levels of technical proficiency can be challenging.
• Driving Adoption of New Tools: Ensuring employees adopt and effectively use new IT products and services requires well-crafted communications, training, and ongoing support.

Learning & Development Opportunities:

• Deep Dive into Enterprise IT: Gain in-depth knowledge of enterprise-level IT systems, security protocols, and digital transformation initiatives within a major defense contractor.
• Specialized Technology Training: Opportunities to become an expert in modern IT security and identity management tools like Okta, Yubikey, and Zscaler.
• UX Best Practices in a Corporate Setting: Learn how to apply UX principles within the unique constraints and opportunities of a large industrial and defense organization.
• Career Advancement: Potential to move into roles with greater UX responsibility, IT project management, or IT service management within HII.

📝 Enhancement Note: The challenges presented are typical for roles bridging technical and user-facing functions in large corporations. The growth opportunities are significant for internal candidates looking to specialize within enterprise IT and UX.

💡 Interview Preparation

Strategy Questions:

• Role Alignment: "How does your experience in UX and technical communication align with the responsibilities outlined for the IT UX and Tech Support role at HII?"
• User Research Approach: "Describe your process for conducting user research and translating findings into actionable design recommendations for IT services."
• Communication Strategy: "How would you approach communicating a significant IT system update, such as a new identity management solution, to a diverse employee base?"
• Handling Feedback: "Tell me about a time you received critical user feedback on a product or service. How did you handle it, and what was the outcome?"
• Technology Familiarity: "What is your experience with identity management solutions like Okta, or cloud security platforms like Zscaler, and how do you see them impacting user experience?"

Company & Culture Questions:

• "What do you know about Huntington Ingalls Industries and Ingalls Shipbuilding, and why are you interested in this role internally?"
• "How do you see yourself contributing to HII's mission of building tomorrow's fleet?"
• "Describe your ideal work environment and how you collaborate with colleagues."

Portfolio Presentation Strategy:

• Structure: Organize your presentation logically, starting with an overview of HII's needs, then detailing 2-3 key projects that showcase your UX research, communication, and problem-solving skills.
• Storytelling: For each project, tell a story: What was the problem? What was your role? What actions did you take? What were the results (quantified if possible)?
• Focus on Process: Emphasize your thought process, research methods, and how you incorporated user feedback.
• Demonstrate Impact: Clearly articulate the business value or user benefit derived from your contributions.
• Technical Explanation: Be prepared to explain the technical context of your projects, especially if they involve IT systems or software.

📝 Enhancement Note: For internal candidates, demonstrating an understanding of HII's business, mission, and existing IT landscape will be critical. Connecting your past successes to the specific needs of this role will be key to a successful interview.

📌 Application Steps

To apply for this operations position:

• Submit your application through the internal application portal on the Huntington Ingalls careers site.
• Portfolio Customization: Review your existing portfolio and select 2-3 key projects that best demonstrate your UX research, technical communication, and stakeholder management skills, particularly those involving IT systems or process improvements. Tailor your portfolio presentation to highlight your understanding of HII's mission and technology stack.
• Resume Optimization: Update your internal profile or resume to clearly articulate your experience in user experience, technical support, communication, and any relevant technologies (Okta, Yubikey, Zscaler, M36). Quantify achievements and highlight cross-functional collaboration.
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare a concise presentation of your portfolio and be ready to discuss your approach to user research and technical communication.
• Company Research: Revisit HII's mission, values, and recent news to ensure you can speak to how your skills and aspirations align with the company's strategic goals and culture. Understand the context of Ingalls Shipbuilding.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions. As this is an internal-only posting, candidates should also refer to internal HR guidelines and communications for the most accurate information.