IT Desktop Support Technician 3

1 month ago

Decatur, United States ULA Full time

Date: Aug 8, 2024

Location: Decatur, AL, US, 35601

Company: United Launch Alliance

Requisition ID: 206

Location: ULA - Decatur

Relocation: No

Travel Requirements: 25%

At ULA, success comes through the efforts of a strong, united team.

Thanks for your interest in United Launch Alliance, the world's most experienced and reliable space launch company Successfully launching more than 155 consecutive missions with 100% mission success doesn't happen by accident. It's a testament to the commitment and dedication of our team of rocket scientists and support employees combined with the systems and processes we use to pull them together. As a ULA employee, you'll have the opportunity to grow in your career while working in a team-oriented culture that combines technology, innovation, ingenuity and a commitment to the extraordinary. Whether you are in college just launching your career, or, have experience and want to come work with the best rocket team in the world, our unshakable unity yields stronger solutions and better results as we carry out our mission to save lives, explore the universe, and connect the world. Our team is excited to meet you

Job Overview & Responsibilities

United Launch Alliance (ULA) seeks an energetic and highly motivated self-starter to join our team as an IT Desktop Support Technician 3. The Information Technology Desktop Support Technician is responsible for the resolution of all second line IT incident and service requests throughout all ULA locations, primarily focused in the ULA Decatur factory.

Duties include but are not limited to:

  • General troubleshooting of the ULA desktop computing environment based on incidents and service requests logged via the tier-one service desk.
  • Management and resolution of all 2nd line incidents and requests assigned to their queue in Service Now.
  • Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to ULA policies and procedures.
  • Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures.
  • Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests.
  • Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution.
  • Support the set-up of new offices, sites or projects across the local region.
  • Ensure the maintenance of all local equipment rooms and conference room facilities, mitigate risks arising from audits, fire, safety or other risk assessments.
  • Develop, review and improve processes to maximize efficiencies within the team.
  • Exhibit a flexible approach to working and provide coverage where necessary.
  • Provide training and guidance to end users.
  • Provide weekly/daily reports/time reporting and updates on current issues.
  • Provide conference room support including, when needed, maintaining connections to equipment.
  • Perform floor walks to engage with employees.
  • Maintain sufficient equipment stock to deliver service, including maintaining appropriate records.
  • May perform such other duties as the supervisor may require from time to time or deem necessary.

Required Education

Associate's

Required Years of Experience

Minimum of 4 years of related work experience

Basic Qualifications

  • Two years of directly related, progressive experience may be substituted for an associate’s degree.
  • Technical support experience in multi-tier applications, including remote end-user support, to 3,000 end users in small-large scale enterprise environment required.
  • Extensive knowledge of latest MS Software Applications including Windows 10/11, and Microsoft Office 365.
  • Knowledge of Local Area Networks, DHCP, DNS, and TCP/IP protocol.
  • High level of proficiency and knowledge of working in a Corporate IT environment.
  • Experience troubleshooting hardware (desktops, laptops, monitors, printers) and software errors and failures.
  • Solid understanding of hardware and software asset management processes.
  • Ability to learn, understand, and apply new technologies and equipment while also being able to generate instructional documentation.
  • Demonstrated communication skills, both verbal and written.
  • Ability to support remote locations.
  • Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures.
  • Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests.
  • Ability to lift up to 35 lbs., bend, kneel, squat, stoop, work overhead, reach above shoulder level, sit, stand, walk (sometimes on uneven surfaces), and climb.

Preferred Qualifications

  • ServiceNow platform for CMDB, service request, incident, problem, and change management.
  • CompTIA Security+, A+, Network+ or similar certifications.
  • CISCO certs.
  • Experience in a manufacturing environment.
  • Basic familiarity with industrial conrtrols. Siemens, Fanuc, or Cincinnati Milacron.

What makes ULA different?

Because we understand launch success comes through the collective efforts of a team, we seek the best to join us. We value ethics, ingenuity, diversity and professional development for employees at all levels.

We offer our employees competitive pay and benefits including:

  • 401(k) match plus an additional employer contribution
  • Discretionary annual incentive bonus for eligible employees
  • Generous paid time off
  • Flexible work environments

Additionally, most salaried ULA team members work a "9/80 schedule," meaning they enjoy every other Friday off.

Benefits and work schedules may vary for union-represented hourly positions and are described in the applicable collective bargaining agreement.

Security Clearance / International Traffic In Arms Regulations (ITAR).This position requires use of information which is subject to the International Traffic In Arms Regulations (ITAR). Therefore, all applicants must be U.S. Persons as defined in ITAR 22 CFR 120.62 (e.g., U.S. Citizen, Lawful Permanent Resident (Green Card holder) or protected individual. See 8 U.S.C. 1101(a)(20) and 8 U.S.C. 1324b(a)(3) for additional information).

ULA is an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, national origin, disability, protected veteran status or any other categories protected by law.

ULA is a participant in the federal E-Verify Program. Posters in PDF format pertaining to this program can be accessed by clicking on the links identified below. E-Verify Participation poster (English / Spanish) and Right to Work Poster (English / Spanish).


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