IT Technical Support I

• Responds to phone calls, email, chat and or web Helpdesk tickets to provide basic Installation, setup and troubleshooting of issues including: Workstations, printers, cellular phones and tablets, business systems passwords, email, standard windows applications, MS Office applications, internet access, network connectivity and other business systems that support critical business needs.
• Communicate daily ticket status to end users.
• Configure and install workstations, network printing devices, peripherals, and software.
• Maintains Helpdesk documentation.
• Document Helpdesk ticket repairs and resolutions upon closure.
• Use remote control tools to provide remote end user assistance.
• Work Helpdesk tickets in accordance with approved work flows, IT policies and procedures.
• On-Call rotation, after hours support as needed.
• Assign precedence to high priority items to conform with service level agreements.
• Offer courteous and responsive customer support to end users.
• Perform research and problem resolution using knowledge base and best practices.
• Professional and prompt communication with co-workers and supervisors, in person, verbally and in writing.
• Various tasks may be assigned outside of the authorities/responsibilities listed on this job description., DISCRETION EXERCISED: Work within Austal USA Standards at the direction of the Service Desk Manager

• High School Diploma or equivalent required
• Minimum 1-3 years Helpdesk experience and systems support required.
• Basic experience working with and troubleshooting Microsoft OS, Active Directory and MS Office suites required.
• Basic experience working with and troubleshooting mobile devices (Apple iOS)
• Basic network knowledge and troubleshooting understanding of DNS, DHCP and TCP/IP.
• Ability to troubleshoot and repair issues in a timely fashion.
• Ability to prioritize work flows.
• A+ or N+ certifications preferred.
• Excellent organizational skills and ability to work independently or on a team.

PHYSICAL REQUIREMENTS:

• Must have the ability to bend, squat, stoop, crawl, and kneel.
• Lift/ push/ pull 50lbs to 75 lbs. on an occasional basis
• Lift/ push/ pull up to 20 lbs. on a frequent basis

• Must have the ability to climb in a safe manner (climbing as a minimum includes stairs and ramps)., Candidates must meet the following employment eligibility guidelines to be eligible for employment with Austal USA:

• 18 years of age or older at time of application.
• Able to provide proof of US Person Status
• Willing to submit to a drug screen
• Willing to submit to a background check
• No felony convictions of Theft/Deception or Violent crimes within seven years from disposition date
• No felony convictions of Drug crimes within three years from disposition date