Technical Support Lead

Vigor Marine
$78,000.00 - $89,000.00 / yr
United States, Washington, Seattle
1801 16th Avenue Southwest (Show on map)
Aug 03, 2025
Description Who We Are Vigor Marine Group is an established, innovative, integrated partner with a national footprint in marine maintenance and modernization, marine fabrication, and marine services. With five shipyards, eight dry docks, and more than 20,000 feet of pier space on or near U.S. Naval bases, at historic shipyards, and the home of the Alaskan Marine Highway System, our 2,500 dedicated employees across five states - from the Pacific Northwest to San Diego to Norfolk - personify the values of our company. Vigor Marine Group takes pride in being the employer of choice for our employees, who in turn take great pride in their contributions to the communities where they live and work, and to their nation - through their living wage jobs supporting their local economies, and through the world-class maritime and industrial services they provide to further our defense readiness and national security. For more information, visitvigor.net. PAY RANGE: $78,000 - 89,000 POSITION SUMMARY: Investigates and resolves software and hardware problems of computer users across the organization via remote and deskside support. Responsible for workload balancing at site. Works with End User Support Manager to analyze and plan IT projects. Interfaces with business units to understand technical needs and propose and implement solutions. ESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES: (This list is not intended to detail all aspects of the assigned work but is representative of the job's overall responsibilities) Serve as the Technical Support Team Lead for site, providing one-on-one technical support to users at all levels of the organization. Provide resolutions for issues received via the Service Desk ticketing system, email, telephone calls and walk-ups. Serve as a tier 3 escalation point within the Desktop Support team. Handle escalations within the local Desktop Support team. Identify and further escalate situations requiring urgent attention from the Service Desk Manager and/or other teams. Lead IT projects as directed by the Service Desk Manager. Investigate and support external customer and internal business unit needs as directed by Service Desk Manager. Collaborate with Service Desk Manager to plan and implement necessary support projects. Assign local technical resources to work with SCCM team as necessary. Balance local team workload and ensure a high SLA compliance rate. Collaborate with Service Desk Manager to support continuous improvement initiatives. Provide guidance and training to the Desktop Support team and other IT staff as needed. Representative tasks include, but are not limited to: Advanced Remote and deskside troubleshooting of software issues. Must be able to support the Office 2010-2016 suite, Windows 7, Windows 8, Windows 10, and many other Windows applications, including engineering software (AutoCAD, etc.). Must also support Macs running Office, Mail, and other applications. Configuring and advanced troubleshooting of workstations, laptops, printers, network equipment and wireless devices, including mobile devices like iPhones and iPads. Installing and testing new technology. Imaging computers and troubleshooting imaging issues using SCCM. Deploying software using SCCM. Managing fleet of thin client computers at site. Managing issuance, maintenance and documentation of mobile devices. Documenting all work done from initial request through request completion in our Service Desk ticketing system. Quality control: reviewing support tickets handled by local team for quality, proper process, and completeness of documentation. Providing feedback as necessary. Contributing to Knowledge Base with articles documenting processes and solutions. Other tasks as requested. JOB SCOPE: This position works within established parameters to provide support to customers across the organization and is also expected to participate in continuous improvement initiatives for the Service Desk group. SUPERVISORY RESPONSIBILITY: Oversight of general operations and workflow at local site, including assigning work to Service Desk Analysts and Sr. Service Desk Analysts. INTERPERSONAL CONTACTS: Daily interaction with employees at all levels of the organization in response to Help Desk requests. KEY COMPETENCIES: At least five years of experience providing remote technical support to end users in an enterprise environment, with at least one of those years in a Senior or Lead capacity. Must demonstrate initiative, strong ownership of issues, high performance and leadership capability. Solid knowledge of Microsoft Office (current version), Windows 7, Windows 10, antivirus applications, computer imaging via SCCM, videoconferencing equipment, printers, and remote access tools. Understanding of DHCP, DNS, and Active Directory as it relates to user desktop issues and troubleshooting. Understanding of TCP/IP networking protocol to do preliminary network troubleshooting. Ability to form effective cross-team partnerships with Enterprise Apps and Technical Services teams to facilitate internal project support and smooth IT team communication. Strong interpersonal, critical thinking and time management skills. Thorough understanding of how to manage and maintain security permissions on file shares. Familiarity with SCCM imaging and software deployment techniques, and ability to work with SCCM team to resolve complex issues. Ability to manage kiosk software such as Faronics Deep Freeze. Understanding of virus protection software and how to administer it in an enterprise environment. Excellent listening and communication skills, with the ability to maintain a calm, non-alarmist demeanor when troubleshooting. Ability to manage and prioritize technical support requests from multiple locations, adhere to and enforce documented processes and procedures, and work collaboratively with others. Comfortable sharing information and training others. Able to work effectively in a high volume, fast paced remote support environment. Must understand the difference between working "the problem," not "the person." EDUCATION AND/OR EXPERIENCE: Two (2) year associate degree in Computer Information Systems or similar degree program is preferred but not required. 5+ years' experience in a Service Desk role working in a multi-platform enterprise environment with Windows as primary platform, with 1+ years in a Senior or Lead capacity. Initiative, strong ownership of issues, high performance and leadership capability are required. CERTIFICATES, LICENSES, AND REGISTRATIONS: A+, Network+, Microsoft certifications, and ITIL certification preferred, but not required. PHYSICAL DEMANDS: Work is conducted in a dynamic, fast-paced office setting with moderate to loud noise levels from production activity in the shipyard. May be required to be in production areas in yard. Must be able to walk to and from job sites. Must be able to climb inclined stairways. May be required to work more than 8-hour shifts and weekend work. Must be able to frequently bend, squat, crawl and twist. Good finger, hand and wrist dexterity required for extensive computer operations. Must have good hand-eye coordination. Extended time sitting in front of a computer terminal. May be required to lift up to 25 pounds. Local travel and out-of-town travel (including air travel) up to 5% of the time with notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WORK ENVIRONMENT: While in production areas, will be exposed to all weather conditions, noise, dusts and odors. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This role is with a federally contracted employer and is subject to regulations that restrict employment to US Persons only (i.e. US Citizens, lawful permanent residents, legally recognized asylees and refugees, and persons protected under INA). Successful job candidates will be asked to provide documentation of their US Persons status. Vigor Industrial LLC and its wholly owned subsidiaries are drug, smoke and vape-free workplaces. Prospective employees must pass a drug and alcohol test and background check as pre-employment screening. Vigor Values Vigor expects all employees to enhance the atmosphere in which they work by living the Vigor Values every day. Truth:We seek the truth, and we speak the truth Responsibility:We act on what we know is right Evolution: We seek mastery, and adapt to a changing world Love:We care about the people we work with, and the world we live in Vigor and its wholly owned subsidiaries are committed to inclusion and diversity by providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veterans, age, genetics, the presence of a physical or mental condition or disability that can be reasonably accommodated, or any other protected class under relevant laws in the locations we operate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and can be requested with Vigor's Human Resources Department. In addition to federal law requirements, Vigor complies with applicable state and local laws governing nondiscrimination and non-retaliation in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, benefits, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.