Technical Support Technician II

Investigates and resolves software and hardware problems of computer users across the organization via remote and deskside support., (This list is not intended to detail all aspects of the assigned work but is representative of the job’s overall responsibilities)

• 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 escalate situations requiring urgent attention.
• 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 the 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.

JOB SCOPE: 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., CERTIFICATES, LICENSES, AND REGISTRATIONS: A+, Network+, Microsoft certifications, and ITIL certification preferred, but not required.

Do you have experience in Desktop (troubleshooting support)?, Do you have a Associate’s degree?, * 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., PHYSICAL DEMANDS: 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. Must be able to walk to and from job sites. Must be able to frequently climb inclined stairways. May be required to work more than 8-hour shifts and weekend work. Bending, twisting and crouching may be required when installing hardware. Must be able to frequently bend, squat, crawl and twist. Good finger, hand and wrist dexterity required for extensive computer operations. Must have good hand-eye coordination. Extended time sitting in front of a computer terminal. May be required to lift up to 25 pounds. Local travel and out-of-town travel (including air travel) up to 5% of the time with notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pulled from the full job description

• Tuition reimbursement
• AD&D insurance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance

Founded in 1995, Vigor Marine Group is an established, innovative and integrated partner with a national footprint in the marine maintenance and modernization, marine fabrication and marine services. Evolving over decades from a collection of the best-in-class companies with unique and complementary capabilities on the East and West coasts, our spirit of innovation and legacy of performance make Vigor Marine Group a preferred, full-service prime contractor in the defense and maritime sectors. Today we offer advanced services and complete solutions for the U.S. Navy, U.S. Army, Military Sealift Command, state ferry systems, the cruise industry, the commercial fishing industry and more.

With four shipyards for maintenance and modernization and one for fabrication, including the largest floating dry dock in the western hemisphere, our more than 2,500 dedicated employees across four states - from the Pacific Northwest to San Diego to Norfolk - personify the values of our company. Vigor Marine Group takes pride in being the employer of choice for our employees, who in turn take great pride in their contributions to the communities where they live and work, and to their nation - through their living wage jobs supporting their local economies, and through the word-class maritime and industrial services they provide to further our defense readiness and national security., WORK ENVIRONMENT: While in production areas, will be exposed to all weather conditions, noise, dusts and odors. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Vigor Values Vigor expects all employees to enhance the atmosphere in which they work by living the Vigor Values every day. Truth: We seek the truth, and we speak the truth Responsibility: We act on what we know is right Evolution: We seek mastery, and adapt to a changing world Love: We care about the people we work with, and the world we live in At Vigor we offer a generous benefits package that includes