Desktop Support Specialist II

Fincantieri Marine Group • Marinette, WI

4h • Onsite

About The Position

The Desktop Support Specialist II is responsible for providing Tier 1 and Tier 2 technical support to end users while supporting the day-to-day operations of the Service Management Team. This role resolves and escalates technical issues as needed, ensures accurate documentation, delivers excellent customer service, and contributes to the development and improvement of service management processes and procedures. The position also participates in IT projects, system upgrades, and maintenance of technical documentation and IT asset records. Domestic travel may be required.

Requirements

• Knowledge of Windows and macOS operating systems, Microsoft Office 365, and Active Directory.
• Knowledge of ticketing systems such as ServiceNow, Jira, or Zendesk.
• Must have strong Microsoft Office Suite computer skills
• Must have strong organizational, time management, written and verbal communication skills
• Must have ability to maintain confidentiality and a professional demeanor
• Must adhere to ISO and OSHA policies established by FMG and have high values for safety awareness
• Bachelor's Degree and 2 years of experience or equivalent combination of education, training, and experience
• Associate's degree and 4 years of experience or equivalent combination of education, training, and experience

Nice To Haves

• Basic knowledge of scripting languages (e.g., PowerShell) is a plus
• CompTIA A+, Microsoft certifications preferred

Responsibilities

• Install, configure, administer, and troubleshoot desktop and laptop computers, mobile devices, printers, peripherals, Active Directory, Microsoft 365, and other enterprise applications and tools
• Provide technical support for local IT issues, including PCs, peripherals, mobile devices, conference room technology, and related systems; monitor system performance and proactively address potential issues
• Support onboarding and offboarding activities, including account creation, equipment provisioning, access configuration, IT asset management, and the documentation of troubleshooting procedures, resolutions, and knowledge-sharing resources
• Develop and implement Service Management policies and procedures; manage ticket escalations and misrouted tickets, maintain service level agreements (SLAs), and implement long-term solutions to improve service delivery and prevent recurring issues
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level