End User Services Coordinator 2nd Shift

General Dynamics Electric Boat Corp.; Groton (CT); On-site; USD 60,000 - 76,000; Full time

Job summary

General Dynamics Electric Boat Corp. in Groton, CT, is seeking a 2nd Shift End User Services Coordinator for its on-site Groton Shipyard facility. The role focuses on delivering End User IT support, overseeing MSPs, and ensuring policy compliance.

Responsibilities include handling tickets, communicating with the user community, and coordinating with teams to resolve issues. A secret clearance is required or the ability to obtain one; 2–8 years of IT support experience is expected.

Qualifications

• 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.
• CompTIA A+ Certification (Preferred).
• 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.

Responsibilities

• Providing EndUser IT Support and MSP oversight for End User Services.
• Interfacing with EB user community, management, and contracted IT service providers.
• Ensure compliance with organizational policies and procedures.
• Responding to user inquiries on service tickets for Managed IT services (desktop, tablet, and mobile support, etc).
• Responds to telephone, email, and online 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.

Skills

End User Support

Ticketing System

Microsoft 365

Cloud Collaboration

Windows OS

Customer Service

Secret Clearance

Education

High school diploma or GED

Two-year IT training/program

Tools

Ticketing Systems

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