End User Services Coordinator 2nd Shift

General Dynamics Electric Boat • Groton, CT

5d • Onsite

About The Position

The Electric Boat Information Technology End User Services Team is hiring an End User Services Coordinator for second-shift work at the Groton Shipyard facility. This role provides end-user IT support and oversight of managed service providers, while interfacing with the user community, management, and contracted IT service providers. The position is 100% on-site.

The coordinator responds to customer inquiries and technical support requests involving managed IT services, including desktop, tablet, and mobile-device support and software updates. The role documents, tracks, and monitors service tickets; coordinates with other teams or departments to resolve issues; escalates unresolved issues; supports IT TechStop operations at Groton Shipyard; and ensures compliance with organizational policies and procedures.

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 obtain and maintain a Secret security clearance through the Department of Defense.
• 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.
• Color vision.
• Ability to perform light lifting.

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 Electric Boat user community, management, and contracted IT service providers.
• Ensure compliance with organizational policies and procedures.
• Respond to user inquiries about service tickets for managed IT services, including desktop, tablet, and mobile-device support and software updates.
• Respond to technical support requests received by telephone, email, and online channels.
• 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 Groton Shipyard.

What This Job Offers

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