End User Support Analyst

Ultra Maritime, EMS
paid time off, 401(k)
United States, North Carolina, Wake Forest
Feb 12, 2025
Unleash the Power of Multi-Mission Excellence: Safeguarding the Seas for the World's Navies. Step into a world where cutting-edge technology meets unparalleled expertise. Ultra Maritime pioneers delivering multi-mission solutions that protect and empower the naval forces worldwide. With our extensive portfolio of capabilities, our innovations are utilised on naval fleets across our allied navies around the globe. As the maritime and underwater battlespace evolves, we tirelessly push the boundaries to develop advanced specialist systems that provide our 'five-eyes' Defence customers with an unbeatable warfighting edge. From surface vessels to sub-surface operations and unmanned platforms, we are revolutionizing the way naval missions are executed. We thrive on collaboration and partnering with our customers to ensure mission success. Our expert solutions encompass an array of game-changing technologies, including state-of-the-art sonar, radar, expendables, signature management, and naval power systems. Join us in shaping the future of naval warfare and together, we will safeguard the seas and empower navies worldwide! This role will be providing IT Support predominantly to our Wake Forest site (NC), with some travel (25%)to our Chantilly site (VA). The successful applicant will enjoy varied and dynamic opportunities to demonstrate a customer-facing and customer first approach as they travel to local sites to assist and provide technical assistance, patch management and succession planning and implementation. The analyst will diagnose and resolve a wide range of technical issues, including hardware malfunctions, software errors, network connectivity problems, and configuration issues. They may also assist internal customers with setting up new equipment, installing software, and providing basic training on how to use technology effectively. Nationality Requirements Candidates must be eligible to obtain the relevant security clearance required for the role, due to the nature of the programmes we deliver for our customers. Job Description Responsibilities: Provides hands-on desk-side support for end user technical issues related to desktop/laptop hardware, operating system, and supported third party applications. General networking troubleshooting - TCP/IP, DNS, DHCP Mobile device support - iOS and Intune. Completes work orders such as installing equipment, connecting and moving devices, including workstations, telephony hardware, and peripherals. Image, prepare and ship new hire / replacement equipment ensuring deadlines are met. Provides hands-on support for network and server teams when required. Troubleshoot and resolve technical issues or escalate more complex situations to the appropriate tier support teams or third party vendors. Provide onsite white glove support, build robust relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests. Manage and implement patch management on local site infrastructure under the guidance and management of the wider IT functional teams. Occasional on-site weekend presence may be required to support business requirements. Qualifications: Obtain/maintain security clearance at the appropriate national / regional level. 5+ Years in a customer facing IT technical support role. Experience in system administration and networking fault diagnostics Current MCSE or equivalent certification, CCNA or networking certificate (Desirable). Knowledge of VMware and ESXi. Good knowledge of Active Directory and Group Policy Must have excellent customer service skills knowledge of Microsoft Operating systems, Windows based applications is required. Excellent troubleshooting skills that include application diagnostics, hardware diagnostics and operating systems are required Excellent communications skills, including verbal, written and interpersonal abilities Ability to effectively prioritize multiple competing tasks, resource planning and travel itinerary. Travel involved with this role (approx 25%) to Chantilly, VA. Typically, a Bachelor Degree (or equivalent) and 2+ years of customer facing IT role with MS Operating Systems and Windows based applications May be required to maintain security clearance Diverse & Inclusive Employer Ultra Maritime is an equal opportunities employer that values diversity, inclusion, equity and equality. Underpinned by our values, behaviours, and policies, we want you to feel empowered to be your best and authentic self. We promote a workplace that welcomes people from all backgrounds and cultures; believing that this will increase our diversity of thinking, and ultimately ensure we continue delivering on our commitments to our customers. We do not discriminate based on race, religion, colour, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status and welcome applications from all candidates. We offer competitive benefits including medical, dental, vision, 401k match, paid time off and family leave, and much more! This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Reasonable accommodation statement: if you need an accommodation for any part of the application process, please email careers@ultra-us-gbs.com Company: Ultra Maritime