Field Support Services Analyst

Fincantieri Marine Group has an opening for a Field Support Services Analyst in the

I.S - SS

department at our Fincantieri Marine Group - Marinette location. Fincantieri Marine Group is a main subsidiary of Fincantieri, a global organization with 20 shipyards across the world, a workforce of twenty thousand people and a mission to be world leaders in all segments that demand the very best in marine solutions. We strive to be the shipbuilder of choice in safety, quality, value and dependability by offering innovative and competitive maritime solutions tailored to our customers' needs. Life at FMG Fincantieri Marine Group has career opportunities at our three Wisconsin-based shipyards located at Marinette, Sturgeon Bay, and Green Bay, and our headquarters in Washington, D.C. 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. We are convinced that real change comes from the people who advocate it: people who are committed, dedicated and passionate about what they do help create the Company's future, the future of the sea, and their own future. We welcome those who thrive in a fast paced environment and aspire to develop, grow, and leave their mark on our shipbuilding history dating back more than 230 years. Position Summary 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. Essential Skills and Functions 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 Competencies Fincantieri utilizes basic universal competencies for all employees that are consistent with our strategy, culture and values. Our competencies are intended to provide basic behavioral expectations for all roles and include the following:

Open Mindset :

Identify and analyze potential problems to implment effective solutions, adopting alternative perspectives and methods to improve processes, activities and tasks, embrace change and proactively seek development opportunities to acquire new skills

Strategic Leadership :

Lead toward shared and common goals while promoting a culture of trust, cohesion, follow through, and support, engaging with others and leveraging their peculiarities to successfully create value for the entire organization and promote development

Accomplishment :

Own projects and activities to achieve or exceed objectives, focus on priorities, time and budget constraints, resources and quality, embrace internal and external customer needs, expectations, and requirements to ensure maximum satisfaction

Social Connection :

Work interdependent and enhance collaboration between different teams, actively listen, communicate and share knowledge, embrace diversity and take value from all differences while promoting a culture of acceptance and inclusiveness Physical Demands and Work Environment While performing the duties of this job, the employee is frequently required to sit and occasionally stand or walk; use hands to handle materials or equipment; reach with hands and arms; stoop and kneel; and talk or hear. The employee must occasionally lift and/or move up to 15 pounds. While performing the duties of this job, the employee's workspace is in a clean and comfortable climate-controlled setting with little to no exposure to the moving equipment, elements, extreme conditions, or risk of injury. The noise level in the work environment is usually quiet. When entering the shipyard, areas of the work environment may not be climate-controlled and there is exposure to moving equipment, etc. Posting Disclaimer The intent of this job description is to provide a representative summary of the work environment, knowledge, skill, ability, and physical demands that must be met by an employee to successfully perform the essential functions of this position and should not be construed as an exhaustive list of responsibilities of the particular position. Other duties may apply. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EEO Statement 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.

Requirements:

Education and Experience 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) Certifications and/or

Licenses:

Have or willing to attain A+. MCP, MCDST or equivalent certification is 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.