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Helpdesk Support Specialist I

REPORTS TO:  Service Desk Manager
  • Responds to phone calls, email, chat and or web Helpdesk tickets to provide basic Installation, setup and troubleshooting of issues including: Workstations, printers, cellular phones and tablets, business systems passwords, email, standard windows applications, MS Office applications, internet access, network connectivity and other business systems that support critical business needs.
  • Communicate daily ticket status to end users.
  • Configure and install workstations, network printing devices, peripherals, and software.
  • Maintains Helpdesk documentation.
  • Document Helpdesk ticket repairs and resolutions upon closure.
  • Use remote control tools to provide remote end user assistance.
  • Work Helpdesk tickets in accordance with approved work flows, IT policies and procedures.
  • On-Call rotation, after hours 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.
  • High School Diploma or equivalent required
  • Minimum 1-3 years Helpdesk experience and systems support required.
  • 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.
  • 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
  • Must have the ability to climb in a safe manner (climbing as a minimum includes stairs and ramps).
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
Candidates must meet the following employment eligibility guidelines to be eligible for employment with Austal USA:
  • 18 years of age or older at time of application.
  • Able to provide proof of US Person Status
  • Willing to submit to a drug screen
  • Willing to submit to a background check
  • 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