IT Technical Support II in Mobile, AL at Austal

REPORTS TO: IT Service Delivery Manager

SUPERVISES: N/A
AUTHORITIES / RESPONSIBILITIES:

• Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Maintains Helpdesk queue and assigns Helpdesk tickets to Helpdesk Support Technicians as needed.
• Escalates complex problems to senior level technical support specialist or supervisor.
• Involved in the installation and rollout of new software packages, upgrades, and new desktop hardware.
• Assist and train Tier I / Level I Helpdesk Technicians.
• May participate in special projects and tasks in a technical capacity.
• Maintains inventory of parts or components, tracks progress of service requests and updates ticketing systems, and logs repairs and services performed.
• Professional and prompt communication with co-workers and supervisors, in person, verbally and in writing.
• Responds to phone calls, email, chat and or web Helpdesk tickets to provide basic and second-level Installation, setup and troubleshooting of complex issues including: Workstations, printers, cellular phones and tablets, business systems passwords, email, standard windows applications, Office applications, internet access, network connectivity and other business systems that support critical business needs.
• Communicate daily ticket status to end users.
• Configure and install workstations, network printing devices, peripherals, and software.
• Maintains Helpdesk documentation.
• Document Helpdesk ticket repairs and resolutions upon closure.
• Use remote control tools to provide remote end user assistance.
• Work Helpdesk tickets in accordance with approved work flows, IT policies and procedures.
• On-Call rotation, after hours support as needed.
• Assign precedence to high priority Helpdesk tickets to conform with SLAs.
• Offer courteous and responsive customer support to end users.
• Perform research and problem resolution using knowledge base and best practices.
• Operate audio/visual equipment such as Video Teleconferencing devices, projectors, and presentation hardware.
• Various tasks may be assigned outside of the authorities/responsibilities listed on this job description.

QUALIFICATIONS / KNOWLEDGE / EXPERIENCE:

• Bachelor’s degree in Information Technology or other related field required, or equivalent combination of education and experience.
• Minimum 1-3 years Helpdesk experience and systems support required.
• Advanced knowledge and experience working with and troubleshooting Microsoft OS, Active Directory and MS Office suites required.
• Advanced knowledge and experience working with and troubleshooting workstation hardware and network printers.
• Intermediate knowledge and experience with network fundamentals and an understanding of DNS, DHCP and TCP/IP protocols.
• Ability to troubleshoot and repair complex issues in a timely fashion.
• Ability to prioritize work flows.
• A+ or N+ certifications preferred.
• Excellent organizational skills and ability to work independently or on a team.

PHYSICAL REQUIREMENTS:

• Must have the ability to bend, squat, stoop, crawl, and kneel.
• Lift/ push/ pull 50lbs to 75 lbs. on an occasional basis.
• Lift/push/pull up to 20 lbs. on a frequent basis.
• Must have the ability to climb in a safe manner (climbing as a minimum includes stairs and ramps).

DIRECTION EXERCISED: Assigns Helpdesk Tickets to other Helpdesk Team Members

DISCRETION EXERCISED: Work within Austal USA Standards at the direction of the Service Desk Manager

LIAISES WITH: Austal USA End Users and Austal USA IT department

ADDITIONAL GUIDELINES:
Candidates must meet the following employment eligibility guidelines to be considered for employment with Austal USA:

• 18 years of age or older at time of application
• Able to provide proof of US Person Status
• No felony convictions of Theft/Deception or Violent crimes within seven years from disposition date
• No felony convictions of Drug crimes within three years from disposition date
• Willing to submit to a drug screen
• Willing to submit to a background check

Equal Employment Commitment

Any qualified individual with a disability who is having difficulty in completing an application because of incompatible technology or other disability-related application issues may contact us at the following phone number for assistance: 251-445-1932.
Austal shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.  Austal’s commitment to equal employment opportunity applies at all levels of employment, in all job titles, including the executive level, and to all employment actions, including but not limited to decisions concerning recruitment, hiring, training, and promotion.