Job Summary
This position requires excellent organization and prioritizing skills which involve various duties necessary for daily tasks and short notice projects at a fast pace. The emphasis of the work is assisting in providing operational and technical support to the related IT systems, which include but are not limited to hardware, software, network, peripherals, and users through the helpdesk/technical environment. This will include service to the Port’s video security camera systems. Duties also include assisting in providing technical support with computer hardware and software equipment, gathering information, diagnose the users’ needs, conduct research to find correct solutions and confirm that the users’ needs have been met or exceeded for the entire team in order to avoid any interruptions in productivity due to technical issues.
Job Responsibilities

• Serve as the first point of contact for technical support via phone and/or email.
• Respond to user inquiries concerning systems operation and diagnoses system hardware, software and operator problems and ensures timely follow up solutions for end users through the trouble ticket process.
• Demonstrates and trains employees in the use of computer equipment and software. Must be aware of upgrades and software changes that can directly affect users.
• Perform troubleshooting of computer systems, hardware, and software through diagnostic techniques and determine best solution based on the issue and details acquired.
• Effectively read and reference technical manual to learn correct settings, critical information and troubleshooting techniques. May include identifying and suggesting possible improvements to procedures while writing and editing training manuals.
• Provide accurate information on IT infrastructure and processes to direct supervisors and stakeholders.
• Record events and problems via resolution logs.
• Installation of security video equipment including video equipment software indoors and outdoors.
• Responsible for executing a maintenance schedule for repair, cleaning or adjustments of all security video equipment that is stationed throughout the Port.
• Perform component replacement, installation and repair on pcs, laptops, servers, and video security equipment.
• Record and maintain, through an asset management inventory process, an inventory of all IT equipment.

Minimum Qualifications

• Associates Degree (or equivalent experience and a high school diploma) in Information Technology, Computer Science or related field.
• 2-3 years of technical support experience. Good understanding of computer systems, mobile devices, and other technology hardware.
• Experience with virtual environment management.
• Strong familiarity with Windows desktop operating systems.
• A high degree of accuracy in performing duties.
• Ability to exercise good judgment in the making of decisions in accordance with rules, policies and procedures.
• Ability to organize work, set priorities, and complete assignments within allotted deadlines.
• Ability to deal courteously with the public and with employees in a professional manner.
• Must have a thorough knowledge of modern office practices, procedures, and business English.
• Knowledge of installation and maintenance of network security video camera equipment and software.

Preferred Qualifications

• Proficiency in the English and Spanish languages.
• Experience with installation and troubleshooting of security video surveillance equipment.
• Technical Certifications.
• Familiarity with Windows server operating systems.
• Knowledge of Klein Systems.

Work Conditions & Physical Demands
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Work involves continuous use of a computer terminal.
• Work requires physical effort such as stooping and bending, climbing, and occasional lifting of lightweight objects (up to 50 pounds)
• Work requires long periods of sitting (up to 2 continuous hours and up to 8 hours in a day)
• Work requires periods of walking and climbing outdoors, in dusty locations and in the presence of heavy equipment for periods of up to 8 hours per day or more.
• Employee will be required to climb and work in heights of up to 200 feet at times including working from a man-lift.
• Work requires driving in an environment that contains heavy equipment in operation
• Work may require long periods of standing.

Additional Requirements

• Valid Texas Motor Vehicle Operator’s License.
• Must be able to obtain a Transportation Worker Identification Card (TWIC).
• Selected candidate must pass a pre-employment drug screening and background investigation to be hired for this position.

The above duties may not be performed in every position with this title and the above functions may not include all related duties that might be performed.
The Port of Brownsville is an equal opportunity, affirmative action organization. The Port of Brownsville prohibits discrimination on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, or any other legally protected status.