Program Representative- IT

Responsibilities for this Position

Manufacturing Applications Support Representative (IT)

We are seeking an Application Support Representative to provide regular hands-on IT technical support to Operations and their day to day use of hardware and software applications at General Dynamics Electric Boat. This role sits within IT and focuses on connecting technical solutions with the realworld needs of production and warehousing teams.

The ideal candidate is handson, customerfocused, and experienced working directly with operations personnel. They excel at translating technical concepts into practical workflows, troubleshooting issues on the manufacturing floor, and supporting users through hardware, software, and system changes.

This position works closely with teams across IT, Operations, Material Logistics, as well as our other Support Trades. Daily work includes production support, problem resolution, change coordination, and participation in IT-driven improvement initiatives.

Key Responsibilities
Serve as the primary liaison between IT teams and operational employees, ensuring technical solutions and workflows align with business needs
Provide troubleshooting support for high-visibility and critical hardware and application issues directly with end users
Support users through hardware and software upgrades, resolving issues, answering questions, and documenting/escalating bugs requiring subject matter expert involvement
Address user concerns and technical questions using strong customer service and communication skills, determining what issues can be addressed with training versus which qualify for as value added change requests.
Analyze and learn business applications and processes to better understand issues and identify enhancements
Support operations systems including handhelds, IoT devices, printers, and related devices
Use root cause analysis to troubleshoot and document system issues
Create and maintain process documentation, data flow diagrams, and troubleshooting guides

The position is located in North Kingstown, Rhode Island, with occasional travel to other sites.

• Hands-on floor support and hardware troubleshooting
  
• Ability to translate user needs into clear system or workflow requirements
• Application and device support in high-volume environments
• Strong customer service and communication skills
• Experience leading or supporting enterprise upgrades or migrations
• Mobile device and workstation administration across multiple platforms
• Ability to lead small teams, coordinate with cross-functional groups, and support missioncritical operations
• Ability to translate user needs into clear system or workflow requirements

Required:

• High School Diploma or GED equivalent
• 8+ years of experience in IT analyst or Technical Support role
• Experience working directly in application and hardware support between IT and operations/enduser personnel in a manufacturing or warehousing environments

Preferred:

• Experience configuring or testing hardware in manufacturing or warehousing environments
• Understanding of software systems, data flows, or system integrations

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