Field Support Services Analyst

Fincantieri Marine Group • Marinette, WI

4d

About The Position

The Field Support Service Analyst serves as the liaison between Marinette Marine Corp. (MMC) IT department and MMC affiliated sister shipyards Bay Shipbuilding Company (located in Sturgeon Bay) and ACE Marine (located in Green Bay) and the MMC satellite offices based in De Pere. Domestic travel may be required.

Requirements

• Bachelor's degree preferred, High School diploma required or equivalent combination of education, training, and experience
• 2+ Years of experience working in an IT Help Desk or IT Support Services environment is required
• Experience using a help desk ticket tracking system is required (SysAid preferred)
• Candidates must have an in-depth understanding of Windows 7, MS Office 2007/2010, PC hardware/troubleshooting techniques, peripheral device knowledge including Printers, cell phones / smart phones and with configuring, troubleshooting and repairing networked PC's, providing desktop support in a fast-paced networked environment.

Nice To Haves

• Certifications and/or Licenses: Have or willing to attain A+. MCP, MCDST or equivalent certification is preferred

Responsibilities

• Serving as the first point of contact between MMC's IT department and Company affiliate sites for management of daily trouble tickets\IT communication.
• Provide training to Fincantieri Marine Group US stakeholders and all employees at the offices serviced
• Delivery\setup of IT equipment to affiliate locations. Serving as the lead and 1st tier point of contact on IT projects initiated or affecting affiliate locations
• Serving as the IT liaison for affiliate locations for organization-wide initiatives
• Assisting MMC IT team members with remote maintenance
• Escalation of trouble tickets through the proper channels.
• Follow established IT policies, procedures, operating instructions and processes to provide quality customer support to clients via email, support services ticketing system, telephone and in-person contact
• Proactively seek out solutions to less common problems, develop workarounds for customer problems, and troubleshoot higher-end issues
• Utilize resources such as FAQ's, knowledge base, white papers, websites, resolved ticket information and help tools to locate solutions to documented problems
• Maintain working knowledge of all IT related policies, procedures, application installations, system configurations, current hardware, and network configuration practices through on-going training and self-initiated research and study
• Demonstrate a consistent sense of urgency on high priority open issues to ensure timely resolution
• Ensure timely follow up to all assigned Support Services tickets.
• Provide training to other team members as required
• Participation on special projects as required
• 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
• All employees are required to adhere to ISO and OHSAS policies established by FMG and shall have high values for safety awareness
• Other duties as assigned

Benefits

• We offer competitive wages, exceptional benefits with excellent premiums, and ample opportunities for advancement.
• And our large backlog provides the opportunity for long-term job security.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED