IT Technical Support I

Austal Usa, LLC; Mobile (AL); On-site; USD 35,000 - 50,000; Full time

Job summary

Austal USA is seeking a Service Desk/Helpdesk Support professional to assist end users with installation, setup and troubleshooting of workstations, printers and mobile devices. You will document issues, provide remote assistance, and ensure timely ticket resolution in accordance with IT policies.

The role requires 1–3 years of Helpdesk experience, basic Microsoft OS and MS Office skills, and familiarity with Apple iOS devices. On-site work with after-hours support may be required.

Qualifications

• Minimum 1–3 years of Helpdesk experience.
• Basic experience troubleshooting Microsoft OS and MS Office.
• Basic experience with Apple iOS devices.
• Basic networking knowledge: DNS, DHCP, TCP/IP.
• A+ or N+ certifications preferred.
• Good organizational skills and ability to work independently or in a team.

Responsibilities

• Responds to phone, email, chat or web Helpdesk tickets to install, setup and troubleshoot issues.
• Communicate daily ticket status to end users.
• Configure and install workstations, printers, peripherals, and software.
• Maintain Helpdesk documentation and document repairs on closure.
• Provide remote assistance using remote control tools.
• Work Helpdesk tickets following approved workflows and IT policies.
• On-call rotation and after-hours support as needed.
• Prioritize items to meet SLA.
• Offer courteous, responsive support to end users.

Skills

Helpdesk experience

Windows OS troubleshooting

Apple iOS devices

Networking basics

Prioritization

Teamwork & communication

Education

High School Diploma or equivalent

Tools

Active Directory

MS Office

Job description

REPORTS TO

Service Desk Manager

SUPERVISES

N/A

AUTHORITIES / RESPONSIBILITIES

• Responds to phone calls, email, chat and or web Helpdesk tickets to provide basic Installation, setup and troubleshooting of issues including: Workstations, printers, cellular phones and tablets, business systems passwords, email, standard windows applications, MS 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 items to conform with service level agreements.
• Offer courteous and responsive customer support to end users.
• Perform research and problem resolution using knowledge base and best practices.
• Professional and prompt communication with co-workers and supervisors, in person, verbally and in writing.
• Various tasks may be assigned outside of the authorities/responsibilities listed on this job description.

QUALIFICATIONS / KNOWLEDGE / EXPERIENCE

• High School Diploma or equivalent required
• Minimum 1-3 years Helpdesk experience and systems support required.
• Basic experience working with and troubleshooting Microsoft OS, Active Directory and MS Office suites required.
• Basic experience working with and troubleshooting mobile devices (Apple iOS)
• Basic network knowledge and troubleshooting understanding of DNS, DHCP and TCP/IP.
• Ability to troubleshoot and repair 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 / 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 eligible for employment with Austal USA:

• 18 years of age or older at time of application.
• Able to provide proof of US Person Status
• Willing to submit to a drug screen
• Willing to submit to a background check
• 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

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 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.