End User Services Coordinator

Overview: The Electric Boat Information Technology End User Services Team has an opening for 2nd Shift End User Services Coordinator for Electric Boats Quonset Point Shipyard facility. Responding to user inquiry on service tickets placed from our customers regarding Managed IT services (desktop, tablet, and mobile device support, software updates, ect).

Overview:

•  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 Quonset Point Shipyard

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.

• 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