End User Services Coordinator

General Dynamics Electric Boat • North Kingstown, RI

6d • Onsite

About The Position

The Electric Boat Information Technology End User Services Team is hiring an End User Services Coordinator for the Quonset Point Shipyard facility. The role provides end-user IT support and oversight of managed service providers for End User Services. The coordinator works with the user community, management, and contracted IT service providers; responds to customer inquiries and requests for technical support; documents and tracks service tickets; coordinates with other teams to resolve issues; escalates unresolved issues; and supports IT TechStop operations at Quonset Point Shipyard. This is a 100% on-site, second-shift position.

Requirements

• High school diploma or GED, or successful completion of a two-year technical or training program in information technology or a similar field.
• 2–8 years of experience in computer or technical support.
• 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.

Nice To Haves

• CompTIA A+ certification.
• Experience with Microsoft 365 and cloud-based collaboration.
• Knowledge of Microsoft Windows operating systems, mobile devices, printers and scanners, Microsoft Office Suite, and ticketing system applications.

Responsibilities

• Provide end-user IT support and managed service provider oversight for End User Services.
• Interface effectively with the EB user community, management, and contracted IT service providers.
• Ensure compliance with organizational policies and procedures.
• Respond to user inquiries on service tickets related to managed IT services, including desktop, tablet, and mobile device support and software updates.
• Respond to telephone, email, and online requests for technical support.
• Document, track, and monitor 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 Quonset Point Shipyard.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED