End User Services Coordinator 2nd Shift

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 Groton 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.
• Ability to obtain and maintain a Secret security clearance through the Department of Defense

• 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

Environmental Attributes