Technical Support Technician II

Position Summary

Investigates and resolves software and hardware problems of computer users across the organization via remote and deskside support. Salary: $60,000 - 70,000

• Serve as a Technical Support Technician, providing tier 1-2 one-on-one technical support to users at all levels of the organization.
• Provide resolutions for issues received via the Service Desk ticketing system, email, telephone calls, and walk-ups.
• Quickly identify and initiate escalation for urgent situations.
• When necessary, track, route, and redirect issues to correct resources using a warm handoff.
• Support enterprise software uplifts.
• Participate in weekend and holiday on‑call rotation.
• Representative tasks include, but are not limited to:
  • Remote and deskside troubleshooting of software issues. Must be able to support Microsoft Office 2016, Microsoft Office 365 suite, Windows 11, and many other Windows applications, including engineering software (AutoCAD, etc.). Must also support Macs running Office, Mail, and other applications.
  • Configuring and advanced troubleshooting of workstations, laptops, printers, network equipment and wireless devices, including mobile devices like iPhones and iPads.
  • Imaging computers and troubleshooting imaging issues using Imaging Systems.
  • Workstation deployments and recoveries.
  • Maintaining hardware and software records using Lansweeper.
  • Documenting all work done from initial request through request completion in our Service Desk ticketing system.
  • Contributing to IT Knowledge Base with articles documenting processes and solutions.
  • Other tasks as requested.

This position works within established parameters to provide support to customers across the organization.

Daily interaction with employees at all levels of the organization via telephone, email, or in‑person visits to respond to Help Desk requests. Weekly or monthly interaction with suppliers and consulting partners to support projects and other Help Desk requests.

• At least two years of experience providing hands‑on technical support to end users in an enterprise environment. Must demonstrate initiative, strong ownership of issues and high performance.
• Solid knowledge of Microsoft Office 2016, Microsoft Office 365, Windows 11, antivirus applications, computer imaging, videoconferencing equipment, printers, and remote access tools.
• Some experience supporting Macs in an enterprise environment.
• Understanding of DHCP, DNS, and Active Directory as it relates to user desktop issues and troubleshooting.
• Understanding of TCP/IP networking protocol to do preliminary network troubleshooting.
• Strong interpersonal, critical thinking and time management skills.
• Excellent listening and communication skills, with the ability to maintain a calm, non‑alarmist demeanor when troubleshooting.
• Ability to manage and prioritize technical support requests, adhere to and enforce documented processes and procedures, and work collaboratively with others.
• Comfortable sharing information and training others.
• Able to work effectively in a high volume, fast‑paced industrial environment.
• Must understand the difference between working "the problem," not "the person".

• Two (2)‑year associate degree in Computer Information Systems or similar degree program is preferred but not required.
• 2+ years’ experience in a desktop support role working in a multi‑platform enterprise environment with Windows as primary platform.

• A+, Network+, Microsoft certifications, and ITIL certification preferred, but not required.

Work is conducted in a dynamic, fast‑paced office setting with moderate to loud noise levels from production activity in the shipyard. May be required to be in production areas in yard, walk to and from job sites, frequently climb inclined stairways, work more than 8‑hour shifts and weekend work, bend, twist, crouch, install hardware, work with hands, lift up to 25 pounds, local and out‑of‑town travel up to 5% of time.

While in production areas, will be exposed to all weather conditions, noise, dust and…