End User Services Coordinator

General Dynamics Electric Boat • Groton, CT

1d • Onsite

About The Position

The Electric Boat Information Technology End User Services Team has an opening for End User Services Coordinator for Electric Boats Groton Shipyard facility.
The responsibilities of this role include and not limited to:
Providing EndUser IT Support and managed service provider oversight for End User ServicesInterfacing effectively with EB user community, management, and contracted IT service providersEnsure 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 the Groton Shipyard
This position is located at our Groton, CT facility. This position on 100% on-site.

Requirements

• 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
• 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
• Color Vision

Nice To Haves

• 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

Responsibilities

• 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 the Groton Shipyard

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees