Desktop Support Specialist II

Fincantieri Marine Group; Marinette (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

Fincantieri Marine Group is seeking a Desktop Support Specialist II at our Marinette, WI location. This role involves providing Tier 1 and Tier 2 technical support to end users while ensuring excellent customer service and effective documentation of service management processes.

The ideal candidate will install and troubleshoot desktop and laptop systems, support onboarding/offboarding, and develop Service Management policies. Domestic travel may be required.

Qualifications

• Experience in providing Tier 1 and Tier 2 technical support.
• Knowledge of Service Management and documentation.
• Ability to troubleshoot desktop and mobile devices.

Responsibilities

• Install, configure, administer, and troubleshoot desktops and laptops.
• Provide technical support for local IT issues.
• Support onboarding and offboarding IT activities.
• Develop and implement Service Management policies.

Skills

Technical Support

Microsoft 365

Troubleshooting

Active Directory

Tools

Desktop and Laptop Computers

Printers and Peripherals

Job description

Overview

Fincantieri Marine Group is hiring a Desktop Support Specialist II at our Marinette, WI location.

Fincantieri Marine Group
Fincantieri Marine Group (FMG) is a subsidiary of Fincantieri S.p.A. with a mission to build, repair, and sustain maritime vessels that proudly supply, service, and defend our nation and the world. Fincantieri offers rewarding careers to more than 20,000 employees across 4 continents within 20 shipyards. We are a world leader and shipbuilder of choice, constantly evolving to meet global megatrends in tourism, energy, and defense through innovative and competitive maritime solutions.

Position Summary
The Desktop Support Specialist II is responsible for providing Tier 1 and Tier 2 technical support to end users while supporting the day-to-day operations of the Service Management Team. This role resolves and escalates technical issues as needed, ensures accurate documentation, delivers excellent customer service, and contributes to the development and improvement of service management processes and procedures. The position also participates in IT projects, system upgrades, and maintenance of technical documentation and IT asset records.

Domestic travel may be required.

Essential Functions

• Install, configure, administer, and troubleshoot desktop and laptop computers, mobile devices, printers, peripherals, Active Directory, Microsoft 365, and other enterprise applications and tools
• Provide technical support for local IT issues, including PCs, peripherals, mobile devices, conference room technology, and related systems; monitor system performance and proactively address potential issues
• Support onboarding and offboarding activities, including account creation, equipment provisioning, access configuration, IT asset management, and the documentation of troubleshooting procedures, resolutions, and knowledge-sharing resources
• Develop and implement Service Management policies and procedures; manage ticket escalations and misrouted tickets, maintain service level agreements (SLAs), and implement long-term solutions to improve service delivery and prevent recurring issues
• Other duties as assigned