HELPDESK SUPPORT TIER I in Mobile, AL at Austal

Job Description

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 shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.  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. 

REPORTS TO:  Help Desk Manager

SUPERVISES:  N/A

AUTHORITIES / RESPONSIBILITIES:

  • Responds to phone calls, email, and/ or web trouble tickets; resolves issues and supports existing computer systems and hardware
  • Communicates daily repair status to users
  • Coordinates with support partners to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct next-level support when appropriate
  • Assign precedence to high priority items to conform with SLAs.
  • Document trouble ticket repairs and resolutions upon closure.
  • Offer courteous and responsive customer support to all users.
  • Configure and setup new PCs; provides assistance with data migration / backup as needed
  • Install and terminate CAT5 cables.
  • Troubleshoot basic and complex desktop issues including printers, passwords, email, Standard Windows Applications, internet access, network connectivity and other systems
  • On-Call, after hours support as needed.
  • Work Calls in accordance with approved work flows and procedures.
  • Responsible for adherence to asset policies and data security on assets in service queue.
  • Various tasks may be assigned outside of the authorities/responsibilities listed on this job description.

QUALIFICATIONS / KNOWLEDGE / EXPERIENCE:

  • High School Diploma or equivalent required
  • Experience working with Microsoft desktop platforms and office suites required.
  • Basic network knowledge and understanding of TCP/IP.
  • Ability to prioritize work flows.
  • Ability to troubleshoot and repair issues in a timely fashion.
  • Previous 2-3 years helpdesk experience preferred.
  • A+ or N+ certifications a plus
  • Ability to work and function adequately in a team environment.
  • Excellent social and communication skills.

PHYSICAL REQUIREMENTS:

  • Must have the ability to bend, squat, stoop, crawl, and kneel.
  • Life/ 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).

TOOLS: MS Office and other tools as needed.

DIRECTION EXERCISED: N/A

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

ADDITIONAL GUIDELINES:

  • Candidates must meet the following employment eligibility guidelines to be considered for employment with Austal USA:
  • 18 years of age or older.
  • 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