Product Support Specialist Jobs in Wisconsin

INTRODUCTION

Fincantieri Marine Group is hiring a Desktop Support Specialist II at our Marinette, WI location.

Position Summary

The Desktop Support Specialist II is responsible for providing Tier 1 and Tier 2 technical support to end users while supporting the day-to-day operations of the Service Management Team. This role resolves and escalates technical issues as needed, ensures accurate documentation, delivers excellent customer service, and contributes to the development and improvement of service management processes and procedures. The position also participates in IT projects, system upgrades, and maintenance of technical documentation and IT asset records.

Domestic travel may be required.

Essential Functions

• Install, configure, administer, and troubleshoot desktop and laptop computers, mobile devices, printers, peripherals, Active Directory, Microsoft 365, and other enterprise applications and tools
• Provide technical support for local IT issues, including PCs, peripherals, mobile devices, conference room technology, and related systems; monitor system performance and proactively address potential issues
• Support onboarding and offboarding activities, including account creation, equipment provisioning, access configuration, IT asset management, and the documentation of troubleshooting procedures, resolutions, and knowledge-sharing resources
• Develop and implement Service Management policies and procedures; manage ticket escalations and misrouted tickets, maintain service level agreements (SLAs), and implement long-term solutions to improve service delivery and prevent recurring issues
• Other duties as assigned

BASIC QUALIFICATIONS

Required Skills

• Knowledge of Windows and macOS operating systems, Microsoft Office 365, and Active Directory.
• Knowledge of ticketing systems such as ServiceNow, Jira, or Zendesk.
• Basic knowledge of scripting languages (e.g., PowerShell) is a plus
• 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
• Must adhere to ISO and OSHA policies established by FMG and have high values for safety awareness

Education and Experience

• Bachelor's Degree and 2 years of experience or equivalent combination of education, training, and experience
• These requirements can also be met with an associate's degree and 4 years of experience or equivalent combination of education, training, and experience
• CompTIA A+, Microsoft certifications preferred

PREFERRED QUALIFICATIONS

Competencies

Fincantieri's core competencies reflect our values and key behavioral expectations for all employees:

• Open Mindset: Identify and solve problems, embrace change, and seek continuous learning
• Strategic Leadership: Build trust, unity, and accountability while working toward shared goals
• Accomplishment: Take ownership, deliver results, and ensure customer satisfaction
• Social Connection: Collaborate, communicate, and value diversity and inclusion

Physical Demands and Work Environment

While performing job duties, the employee is frequently required to sit and occasionally stand or walk; use hands and arms to grasp, reach and type; stoop or kneel; and speak or hear. The employee may occasionally lift and/or move up to 15 pounds. The position is primarily performed in a quiet, climate-controlled environment with minimal exposure to moving equipment, elements, or risk of injury. When entering the shipyard, there may be exposure to moving equipment, elements, or risk of injury.

Posting Disclaimer

This job description provides a summary of the work environment, knowledge, skill, ability, and physical demands required to successfully perform the essential functions of this position and is not intended to be an exhaustive list of responsibilities. Other duties may apply. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EEO Statement

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.