Are you looking for an opportunity with plenty of growth potential? Do you enjoy working in an exciting, fast-paced, collaborative environment? Are you interested in working with the world’s most innovative companies to create a more connected world?

Connecting Continents. Impacting Communities.

The backbone of the Internet is a series of high-tech subsea fiber optic cables deployed throughout the globe - SubCom has deployed over 50% of them. Our employees ensure data communications networks are engineered, manufactured, deployed to the highest standards, enabling faster and more reliable connectivity to communities worldwide. Every member of the SubCom team plays a role in an end-to-end process that is critical to enterprises, governments, big cities, and rural towns.

We encourage, expect, and value creativity, thoughtful risk taking, openness to change, and diverse perspectives. Whether you’re a seasoned applicant seeking a new and exciting challenge, or you’re new to the workforce and looking for a flexible, rewarding, and fast-paced position with an innovative and stable organization (since 1953), SubCom has opportunities to advance your career.

Position Overview

The IT Service Desk Analyst is a full-time on-site role providing technical support and customer service for the SubCom user community, contractors, and vendors. Reporting to the Service Desk Manager, the Service Desk Analyst will provide tier 2 and 3 call support, issue resolution, logging, tracking, and escalation to other IT personnel as needed.

Responsibilities

• Resolve Level 2/3 IT Service Desk support issues. Resolve incident and request tickets daily, documenting responses, solutions, and closures daily in the company’s Service Desk ticketing system.
• Act as the customer’s advocate and single point of contact in resolving their technical issues and optimizing their productivity.
• Perform on-boarding and off-boarding service to deploy standard technology, applications, and services to new employee’s as well as retrieve systems, equipment, and licenses from departing employees.
• Maintain Service Desk procedures and system architecture documentation on a monthly basis.
• Provide On-call after-hours and weekend support on an emergency basis.
• Run IT initiatives as needed, reporting daily on any issues or roadblocks, weekly on overall progress, to ensure the initiative is delivered on-time with expected results.
• Participate in monthly Global Service Desk (GSD) process improvement calls.

Qualifications

• Trade school, technical certifications or equivalent experience working with computer hardware and software
• Experienced in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, PowerPoint, etc.), the Internet browser, websites, and e-mail systems.
• Experienced in Windows 10 and 11 operating systems, Active Directory, DHCP, DNS, InTune, server roles and services a plus.
• Effective verbal and written communication skills to communicate priorities and document support services daily as well as maintain departmental procedures monthly.
• Ability to articulate thoughts and ideas clearly, concisely, and persuasively.
• Interpersonal skills to build and maintain rapport, confidence and influence with customers and teammates both in person and remotely. Ability to work independently as well as part of a team.
• Work with the Service Desk team to identify and remediate flaws and inefficiencies in team processes and documentation.
• A self-starter with a bias for action, attention to detail, and who can proactively identify issues/opportunities.
• Highly motivated to increase competency in the IT field and learn new skills, systems, and technologies.
• Self-starter who can manage their time and workload with limited supervision.
• Highly personable, easy to get along with, cool under pressure and able to be patient and maintain composure with all types of customers and coworkers.
• Understand the value of accurate documentation in creating a consistent, reliable service environment.
• Dedication to the concept of continuous improvement in individual skills, team competency, and work processes.
• Maintain strong technical skills including the following:
  • Familiarity with a variety of operating systems including Windows, MacOS, iOS and Android.
  • Knowledge of basic IT concepts in the following categories: virtualization, networking, security & identity management, and cloud computing.
  • Understand the fundamentals of computer troubleshooting, including how and where to search for answers to unfamiliar problems.
• Strong communication skills, logical thinking, with a thorough and detail-oriented approach to problem-solving.
• Able to support teammates in a close-knit group working towards a common IT Business Objectives
• Dedication to ethical conduct, confidentiality and respect for customers and co-workers.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Candidates for positions with SubCom must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire. Visa sponsorship is not available for this position.

Our selection procedure is based on local, state and federal law.

Please be sure to attach a resume to your application. We are not able to consider applications without a resume.

BENEFITS

SubCom offers a comprehensive benefits package, including but not limited to: competitive salaries, medical, dental, vision, life and disability insurance coverages, FSA, HSA, generous vacation, paid sick leave, paid parental leave, paid holidays, tuition reimbursement, adoption assistance, and a 401(k) plan with generous company match. Additionally, some positions may be eligible for shift differential.

AFFIRMATIVE ACTION/EQUAL EMPLOYER OPPORTUNITY

SubCom is committed to providing a work environment that prohibits discrimination on the basis of age, color, disability, ethnicity, marital status, national origin, race, religion, gender, gender identity, sexual orientation, protected veteran status, disability or any other characteristics protected by applicable law or regulation.

SubCom engineers, manufactures, and installs subsea fiber optic data cables - the unsung heroes of global communication. With an unrelenting focus on quality, reliability, and value, SubCom offers flexible end-to-end building blocks for the high-tech networks that are the backbone of the world's digital infrastructure. Since 1955, SubCom has deployed enough cable to circle the equator more than 21 times.

SUBCOM’S CORE VALUES

Quality - Accountability - Teamwork - Innovation