Sr. IT Services Technician

Job Title: Sr. IT Service Technician

Location: Arlington, VA

Type: FTE, 100% onsite

All applicants must be a U.S. Citizen.

Trident Maritime Systems is seeking an Sr. Service Technician to join our fast and rewarding team. As a leading provider in designing and manufacturing heavy equipment for the maritime and mining industries since 1858, we pride ourselves on delivering quality solutions backed by exceptional customer service. Embark on a career where innovation meets tradition, and where your skills will shape the future of our industry. We are the only company covering the entire maritime infrastructure needs spectrum. Our focus is delivering the best-engineered solutions in marine interiors, distributed ship systems, electromechanical solutions, insulation, automation, and control.

Position Overview

Our mission at Trident is to ensure information, information systems and infrastructure is available and ready when and where the business needs it to effectively execute and deliver to customers. The Information Operations organization, with your help, will accomplish this while ensuring the resiliency of Trident Maritime Systems information through management of our applications, data, program governance, and innovation into the future.

The Sr IT Service Technician identifies, researches, and resolves the most complex technical problems. Serves as an escalation point of contact for the Services Team in general. Provides support to end user for computer, application, system, device, access, and hardware issues. Documents, tracks, and monitors problems and issues using applicable systems and tools. Responds to telephone, email, and online requests for technical support. Coordinates with other Information Operations Teams to resolve issues. Responsible for the resolution of escalated issues of higher difficulty. Trains, coaches, or assists team members on processes as needed.

This is a key position in our Information Operations organization and critical to achieving success expeditiously and systematically in our IT modernization endeavors.

Responsibilities:

• Point of escalation for challenging technical and software issues.
  • (This includes but is not limited to OneDrive, SharePoint, Teams, Office365, SAGE, Beanworks, ERP, EPDM, Oracle, Azure configurations, Rockwell).
• Executive/End User Support
  • Support for Trident HQ and its Executives regarding technical issues.
  • Support for Trident End users regarding technical issues.
    • (This includes but not limited to A/V Conference Support, Printers, Computer Configuration, and deployment, computer replacements, software installations, accessory replacements, inventory management, office/desk setups, office moves).
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Utilize company approved software, hardware, and peripherals.
• Serve as the escalation point for advanced or difficult services requests.
• Escalate issues to IT Services Manager or other IT Information Operations Managers or team members, as necessary.
• Assisting in providing Level I, 2, and 3 support when request volumes are high, or expertise is required.
• Liaison with the Infrastructure Manager on special projects, research, etc.
• Position may entail supporting of the following on an as needed basis.
  • Infrastructure Team
  • Infrastructure Manager
  • Data Team Digital Transformation Team
  • VP of Information Technology
    
• Assist in supporting future integration projects ie: ERP integrations.
• Manage and/or act as technical lead on projects as required.
• Build rapport with service desk customers.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Perform preventative maintenance, including checking and cleaning of server storage and logs.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups with Level I, 2, and 3 Technicians as required.
• Assist IT Services Manager in developing help sheets, procedures, and FAQ lists for end users.
• Contribute to technician knowledgebase and training as needed.
• Provide suggestions for continual improvement.
• SME (Subject Matter Expert) and support the following (but not limited to) systems:
  • Service desk ticket systems/portal (Zendesk, Lansweeper, etc.)
  • Microsoft Office 365 Online Admin Portal
  • Microsoft Azure Active Directory and Admin Center
  • GoToAssist
  • Remote Desktop
  • VPN Access
  • Network Connectivity
  • Dell Command Update
  • Windows Updates
  • Enterprise Resource Planning (ERP) systems
    

Qualifications

• Strong technical knowledge of computer hardware, software, and operating systems.
• Ability to troubleshoot and diagnose computer issues.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Knowledge of networking and security principles.
• Knowledge of scripting and automation languages (i.e. SQL, Bash, PowerShell, Python).
• Ability to document and maintain processes and procedures.
• Knowledge of IT service management tools.
• Ability to learn and adapt quickly to changing technologies.
• Aptitude for problem-solving and a methodical approach to tasks.
• Ability to use good judgement and skills to successfully resolve customer requests.
• Strong documentation skills.
• Fluent English language skills.
• Exceptional interpersonal skills, with a focus on stakeholder management and critical thinking
• Strong written and verbal communication skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
  

Education and/or Experience

• Technical College diploma or university degree in the field of computer science (Associates Degree or greater).
• Certifications in computer repair, maintenance, support, and security (preferred, but not necessary).
• Or five (5) years equivalent work experience (work, education, certifications).
• Computer Science Degree in Information Technology, or related subject.
  
  

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform 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 is regularly required to use hands and fingers to handle or feel and talk or hear.

The employee is frequently required to sit. The employee is occasionally required to walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is occasionally required to lift to 25
pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. All Trident Maritime Systems employees are encouraged to be fully vaccinated against COVID-19.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment can vary.

Trident Maritime Systems is an EEO/AA employer that offers a comprehensive compensation package and opportunities for growth. Offers of employment are contingent on and not considered finalized until the required background check and drug test has been performed and the results received and accessed.