Specialist, Help Desk/Workstation Support

Maersk Norfolk , VA 23510

Posted 2 months ago

Specialist, Help Desk/Workstation Support

VALocalITRef.: ML-247890The IT Helpdesk is the central point of contact for all IT-related incidents and service requests. The role of the Helpdesk and Workstation Support Specialist is to provide first and second level support for all members of the Maersk Line, Limited user community. The Helpdesk and Workstation Support Specialist is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person, and self-service.

We OfferMaersk Line, Limited offers you an exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with focus on creating valuable relations with our current and new customers. We offer a competitive salary and benefit package, such as health insurance, dental and vision insurance, a 401K savings plan with an employer match, and paid time off. Maersk Line, Limited encourages continuous learning at work, and we offer various development opportunities to our employees.

Key ResponsibilitiesKey Responsibilities:

  • Diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications

  • Assist users with any logged IT related incident when called upon

  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary

  • Accurately record, update, and document requests using the IT Helpdesk system

  • Install and configure new IT equipment

  • Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.

  • Resolve incidents and upgrade different types of software and hardware

  • Resolve incidents with printers, copiers, scanners, tablets, and phones

  • Liaise with, and provide training and support to, end users and staff on equipment operation and other issues.

  • Review cellular usage patterns and costs, and identify opportunities to reduce overall cost and more fully support Company goals through Company-provided cellular devices.

  • Procure and deploy Company-owned cellular devices and actively manage their monthly service plans.

  • Maintain a first class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner

  • Create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient

  • Attend internal and external training as necessary to keep up to date with the latest technology and internal system processes

  • Identify and learn appropriate software and hardware used and supported by the organization.

  • Comply with all relevant legislation, policies and procedures

Who we are looking for

Education and Experience:

  • Bachelor's Degree in related field preferred or 4 or more years' experience in a help desk setting required.

Technical Skills and Competencies Required

  • Able to troubleshoot computer-related issues, both hardware and software for desktops, laptops and mobile devices.

  • Demonstrated skills in: Microsoft Active Directory, GPO, Windows Deployment Services, multi-factor authentication, encryption software, and CAC cards preferred.

  • Basic networking knowledge in the areas of DHCP, DNS, and TCP/IP.

  • Communicate effectively with technical and non-technical colleagues at all levels within the organization

  • Highly motivated team player with the skills and ability to manage changing priorities

Last application date: 30 November 2020.

For further information, please contact: humanresources@mllnet.com.maersklinelimited.comYou must be authorized to work for any employer in the US.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

Pay Transparency Notice:


Maersk Line, Limited (MLL) is an American company, headquartered in Norfolk, Va., that provides U.S. flag transportation, ship management and maritime technical services to government and commercial customers. As a business within the A.P. Moller - Maersk Group, MLL uniquely combines unparalleled experience, maritime expertise and global intermodal capability. Through our colleagues, both on and offshore we own, operate, and charter the largest U.S. flag fleet in commercial service, including container vessels, tankers, heavy lift and multipurpose vessels.

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Specialist, Help Desk/Workstation Support