Fincantieri Marine Group is hiring a Desktop Support Specialist II at our Marinette, WI location.
Fincantieri Marine Group
Fincantieri Marine Group (FMG) is a subsidiary of Fincantieri S.p.A. with a mission to build, repair, and sustain maritime vessels that proudly supply, service, and defend our nation and the world. Fincantieri offers rewarding careers to more than 20,000 employees across 4 continents within 20 shipyards. We are a world leader and shipbuilder of choice, constantly evolving to meet global megatrends in tourism, energy, and defense through innovative and competitive maritime solutions.
Position Summary
The Desktop Support Specialist II is responsible for providing Tier 1 and Tier 2 technical support to end users while supporting the day-to-day operations of the Service Management Team. This role resolves and escalates technical issues as needed, ensures accurate documentation, delivers excellent customer service, and contributes to the development and improvement of service management processes and procedures. The position also participates in IT projects, system upgrades, and maintenance of technical documentation and IT asset records.
Domestic travel may be required.
Essential Functions
- Install, configure, administer, and troubleshoot desktop and laptop computers, mobile devices, printers, peripherals, Active Directory, Microsoft 365, and other enterprise applications and tools
- Provide technical support for local IT issues, including PCs, peripherals, mobile devices, conference room technology, and related systems; monitor system performance and proactively address potential issues
- Support onboarding and offboarding activities, including account creation, equipment provisioning, access configuration, IT asset management, and the documentation of troubleshooting procedures, resolutions, and knowledge-sharing resources
- Develop and implement Service Management policies and procedures; manage ticket escalations and misrouted tickets, maintain service level agreements (SLAs), and implement long-term solutions to improve service delivery and prevent recurring issues
- Other duties as assigned
Required Skills
- Knowledge of Windows and macOS operating systems, Microsoft Office 365, and Active Directory.
- Knowledge of ticketing systems such as ServiceNow, Jira, or Zendesk.
- Basic knowledge of scripting languages (e.g., PowerShell) is a plus
- Must have strong Microsoft Office Suite computer skills
- Must have strong organizational, time management, written and verbal communication skills
- Must have ability to maintain confidentiality and a professional demeanor
- Must adhere to ISO and OSHA policies established by FMG and have high values for safety awareness
Education and Experience
- Bachelor's Degree and 2 years of experience or equivalent combination of education, training, and experience
- These requirements can also be met with an associate's degree and 4 years of experience or equivalent combination of education, training, and experience
- CompTIA A+, Microsoft certifications preferred
Competencies
Fincantieri's core competencies reflect our values and key behavioral expectations for all employees:
- Open Mindset: Identify and solve problems, embrace change, and seek continuous learning
- Strategic Leadership: Build trust, unity, and accountability while working toward shared goals
- Accomplishment: Take ownership, deliver results, and ensure customer satisfaction
- Social Connection: Collaborate, communicate, and value diversity and inclusion
Physical Demands and Work Environment
While performing job duties, the employee is frequently required to sit and occasionally stand or walk; use hands and arms to grasp, reach and type; stoop or kneel; and speak or hear. The employee may occasionally lift and/or move up to 15 pounds. The position is primarily performed in a quiet, climate-controlled environment with minimal exposure to moving equipment, elements, or risk of injury. When entering the shipyard, there may be exposure to moving equipment, elements, or risk of injury.
Posting Disclaimer
This job description provides a summary of the work environment, knowledge, skill, ability, and physical demands required to successfully perform the essential functions of this position and is not intended to be an exhaustive list of responsibilities. Other duties may apply. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
EEO Statement
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
Skills Required
- Knowledge of Windows operating system
- Knowledge of macOS operating system
- Microsoft Office 365 / Microsoft Office Suite proficiency
- Active Directory administration
- Experience with ticketing systems (ServiceNow, Jira, Zendesk)
- Basic scripting knowledge (e.g., PowerShell)
- Strong organizational, time management, written and verbal communication skills
- Ability to maintain confidentiality and professional demeanor
- Adherence to ISO and OSHA policies and safety awareness
- Bachelor's degree with 2 years' experience, or Associate's degree with 4 years' experience (or equivalent)
- CompTIA A+ and Microsoft certifications
What We Do
Fincantieri Marine Group is a leading US shipbuilder active in the naval and commercial sector. FMG employs more than 2,200 people across its three shipyards: • Fincantieri Marinette Marine will build the Navy's future guided-missle frigate or FFG(X) and has built the U.S. Navy’s Freedom variant Littoral Combat Ship. • Fincantieri Bay Shipbuilding is one of the main U.S, builders of merchant ships. Our product lines include LNG bunkering, windfarm vessels, ATB's, fishing vessels, passenger/car ferries, self-unloaders, bulk carriers, OSV's and more. Leader in repair and conversions in the Great Lakes region. • Fincantieri ACE Marine, is a center of excellence for aluminum construction, with experience in building small and medium-sized boats and patrol vessels especially for the U.S, Coast Guard. FMG has experienced naval architecture and marine engineering staff, and a highly skilled workforce committed to safe operation. Fincantieri Marine Group is the U.S. division of Italian shipbuilding giant FINCANTIERI, one of the world's largest shipbuilders, and number one by diversification and presence in all high value-added market sectors, having built more than 7,000 vessels over 230 years. Headquartered in Trieste, Italy, the Group has approximately 20,000 employees, and operates through 20 shipyards on four continents. It is world leader in cruise ship construction and a reference player in other sectors, including naval vessels, offshore support vessels, mega-yachts, as well as ship repair and conversion. Fincantieri Marine Group is an Equal Opportunity Employer/Affirmative Action Employer and promotes a Drug Free Work Environment. Minorities, Women, Veterans and Disabled are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
