IT Technical Support I

REPORTS TO:  IT Service Desk Manager

SUPERVISES:  N/A

AUTHORITIES / RESPONSIBILITIES:

• Respond to phone calls, email, chat, and/or web Helpdesk tickets to provide basic troubleshooting of: Workstations, printers, cellular phones, tablets, business systems passwords, email, standard windows applications, MS Office applications, internet and network connectivity, and other business systems that support business needs.
• Configure and perform installation and configuration of workstations, network printing devices, peripherals, and software as applicable.
• Communicate daily ticket status to end users.

• Maintains Helpdesk documentation.
• Document Helpdesk ticket repairs and resolutions upon closure.
• Use remote control tools to provide remote end user assistance.
• Respond to Helpdesk tickets in accordance with approved work flows, IT policies and procedures.
• Participate in on-call rotation for afterhours 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.

QUALIFICATIONS / KNOWLEDGE / EXPERIENCE:

• Associates degree preferred. 
• Minimum 0-2 years Helpdesk experience and systems support desired.

• 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
• Ability to utilize personal protective equipment (hard hat, safety glasses, steel-toes shoes, goggles, respirator, safety harness, safety line, flotation gear, etc.) safely per OSHA standards.
• Ability to withstand cold and hot temperatures.
• Must have the ability to climb in a safe manner (climbing as a minimum includes stairs and ramps).

DIRECTION EXERCISED: N/A

DISCRETION EXERCISED: Work within Austal USA Standards at the direction of the Service Desk Manager

LIAISES WITH:  Austal USA End Users and Austal USA IT department

ADDITIONAL GUIDELINES:

Candidates must meet the following employment eligibility guidelines to be considered for employment with Austal USA:

• 18 years of age or older at time of application
• Able to provide proof of US Person Status
• 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
• Willing to submit to a drug screen
• Willing to submit to a background check

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee may be exposed to humid conditions, bright flashing lights, moving mechanical parts, high precarious places, outside weather conditions, and extreme heat.  The employee is occasionally exposed to fumes and/or airborne particles at or below the PEL, toxic or caustic chemicals, and heat and cold.  The noise level in the work environment is usually very loud, + 90 dB.

SAFETY

Must comply with company, federal, state, and local safety and environmental rules and regulations while performing daily job tasks. 

Equal Employment Commitment

Any qualified individual with a disability who is having difficulty in completing an application because of incompatible technology or other disability-related application issues may contact us at the following phone number for assistance: 251-445-1932.

Austal’s commitment to equal employment opportunity applies at all levels of employment, in all job titles, including the executive level, and to all employment actions, including but not limited to decisions concerning recruitment, hiring, training, and promotion.