Program Representative- IT

General Dynamics Electric Boat; North Kingstown (RI); Sur place; USD 70 000 - 98 000; Plein temps

Résumé du poste

General Dynamics Electric Boat seeks an Manufacturing Applications Support Representative to deliver hands-on IT support for Operations, including hardware and software applications used on the production floor. You will bridge IT and operations, troubleshoot issues, and assist with upgrades and changes to ensure smooth manufacturing workflows.

The role emphasizes translating technical concepts into practical processes, documenting procedures, and collaborating with IT, Operations, and Logistics

Qualifications

• Experience in IT analyst or technical support within manufacturing or warehousing environments.
• Experience bridging IT and operations/end-user personnel.
• Strong customer service and communication skills.

Responsabilités

• Serve as the primary liaison between IT teams and operational employees to align workflows with business needs.
• Provide troubleshooting support for hardware and application issues directly with end users.
• Support users through hardware and software upgrades, resolve issues, answer questions, and document/escalate bugs needing SME involvement.
• Address user concerns and questions, determining training vs. change requests as value add.
• Analyze and learn business applications and processes to identify enhancements.
• Support operations systems including handhelds, IoT devices, printers, and related devices.
• Use root cause analysis to troubleshoot and document system issues.
• Create and maintain process documentation, data flow diagrams, and troubleshooting guides.

Connaissances

Floor support

Hardware troubleshooting

Software troubleshooting

Cross-functional collaboration

Enterprise upgrades

Mobile device management

End-user training

Root cause analysis

Data flow understanding

Formation

High School Diploma or GED

Description du poste

Overview

Manufacturing Applications Support Representative (IT)

We are seeking an Application Support Representative to provide regular hands‑on IT technical support to Operations and their day to day use of hardware and software applications at General Dynamics Electric Boat. This role sits within IT and focuses on connecting technical solutions with the real‑world needs of production and warehousing teams.

The ideal candidate is hands‑on, customer‑focused, and experienced working directly with operations personnel. They excel at translating technical concepts into practical workflows, troubleshooting issues on the manufacturing floor, and supporting users through hardware, software, and system changes.

This position works closely with teams across IT, Operations, Material Logistics, as well as our other Support Trades. Daily work includes production support, problem resolution, change coordination, and participation in IT-driven improvement initiatives.

Key Responsibilities

• Serve as the primary liaison between IT teams and operational employees, ensuring technical solutions and workflows align with business needs
• Provide troubleshooting support for high-visibility and critical hardware and application issues directly with end users
• Support users through hardware and software upgrades, resolving issues, answering questions, and documenting/escalating bugs requiring subject matter expert involvement
• Address user concerns and technical questions using strong customer service and communication skills, determining what issues can be addressed with training versus which qualify for as value added change requests.
• Analyze and learn business applications and processes to better understand issues and identify enhancements
• Support operations systems including handhelds, IoT devices, printers, and related devices
• Use root cause analysis to troubleshoot and document system issues
• Create and maintain process documentation, data flow diagrams, and troubleshooting guides

The position is located in North Kingstown, Rhode Island, with occasional travel to other sites.

Qualifications

Required:

• High School Diploma or GED equivalent
• 8+ years of experience in IT analyst or Technical Support role
• Experience working directly in application and hardware support between IT and operations/end‑user personnel in a manufacturing or warehousing environments

Preferred:

• Experience configuring or testing hardware in manufacturing or warehousing environments
• Understanding of software systems, data flows, or system integrations

Skills

• Hands‑on floor support and hardware troubleshooting
• Ability to translate user needs into clear system or workflow requirements
• Application and device support in high‑volume environments
• Strong customer service and communication skills
• Experience leading or supporting enterprise upgrades or migrations
• Mobile device and workstation administration across multiple platforms
• Ability to lead small teams, coordinate with cross‑functional groups, and support mission‑critical operations
• Ability to translate user needs into clear system or workflow requirements

Environmental Attributes: Cold, Dusty, Hot, Inside, Noise, Outside, Wet