End User Services Coordinator 2nd Shift

General Dynamics Electric Boat; Groton (CT); On-site; USD 65,000 - 85,000; Full time

Job summary

General Dynamics Electric Boat Corp. is seeking a 2nd Shift End User Services Coordinator for its Groton Shipyard, primarily on-site.

You will provide end-user IT support, oversee MSP partners, and ensure adherence to policies while liaising with the customer community and IT providers. The role requires a high school diploma or equivalent IT training, 2–8 years of experience, and the ability to obtain a DoD Secret clearance.

Qualifications

• HS diploma or GED or 2-year IT training program.
• 2–8 years in computer or technical support.
• Ability to obtain/maintain DoD Secret clearance.
• CompTIA A+ certification preferred.
• Experience with Microsoft 365 and cloud-based collaboration.

Responsibilities

• Provide End User IT support and MSP oversight for End User Services.
• Interface with EB user community, management, and contracted IT service providers.
• Ensure compliance with organizational policies and procedures.
• Respond to service tickets for desktop, tablet, and mobile support, and software updates.
• Respond to telephone, email, and online requests for technical support.
• Document, track, and monitor service tickets using applicable systems and tools.
• Coordinate with other teams to resolve service tickets as applicable.
• Escalate unresolved issues.
• Support IT TechStop operations at Groton Shipyard.

Skills

Customer service

Multitasking

Microsoft products

Reading instructions

Independent worker

Education

High school diploma or GED

Two-year IT training program

Tools

Ticketing system applications

Microsoft 365

Windows OS

Cloud-based collaboration tools

Job description

Overview

The Electric Boat Information Technology End User Services Team has an opening for 2nd Shift End User Services Coordinator for Electric Boats Groton Shipyard facility. The responsibilities of this role include and not limited to:

• Providing EndUser IT Support and managed service provider oversight for End User Services
• Interfacing effectively with EB user community, management, and contracted IT service providers
• Ensure compliance with organizational policies and procedures
• Responding to user inquiry on service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, software updates, ect)
• Responds to telephone, email, and on-line requests for technical support.
• Documents, tracks, and monitors service tickets using applicable systems and tools.
• Coordinate with other teams or departments to resolve service tickets as applicable.
• Escalate unresolved issues
• Support IT TechStop operations at Groton Shipyard

This position is located at our Groton Shipyard facility. This role is 100% on-site. 2nd Shift.

Qualifications

Required:

• High school diploma or GED, or successful completion of a two-year technical/training program in information technology or similar.
• 2-8 years of experience in computer or technical support.
• Ability to obtain and maintain a Secret security clearance through the Department of Defense

Preferred:

• CompTIA A+ Certification
• Experience in Microsoft 365 and cloud-based collaboration
• Knowledge of Microsoft windows operating systems, mobile devices and printers/scanners, Microsoft Office Suite, and ticketing system applications

Skills

• The ability to work independently and as a member of functional work teams
• Ability to prioritize and multitask assigned issues in a fast-paced work environment
• Knowledge of Microsoft products
• Ability to read and interpret written instructions
• Customer Service skills

Physical Qualifications

Color Vision, Light Lifting

Environmental Attributes

Inside