Job Description
Job Description
JOB SUMMARY
The IT Field Technician I is responsible for supporting the organization's 24 / 7 technology operations by delivering day-to-day technical support to all personnel and supporting IT initiatives, goals, and strategies. This position supports the vessel fleet and multi-geographically dispersed locations. A candidate may be required to travel and perform duties beyond regular working hours to support 24 / 7 operations during critical or planned outages. This position heavily focuses on deploying, supporting, and maintaining IT hardware and applications crucial to business operations.
KEY INTERACTIONS
G&H Mariners, G&H Employees, G&H Executive Leadership, and 3rd party vendors
JOB RESPONSIBILITIES
- Serve as the initial point of contact for incoming support requests, entering all activities into the ticketing system, providing updates, and resolving requests per departmental standards.
- Support and troubleshoot hardware and network (configuration, support, and fine-tuning).
- Support peripheral devices including, but not limited to, mobility, office copiers, printers, and cameras
- Support and troubleshoot mainstream and proprietary software.
- Develop / maintain accurate departmental documentation and helpful reference materials for users
- Assist in the compilation / maintenance of an accurate inventory of hardware and software
- Assist in installing IT equipment on new tugboats or tugboat reallocations (ability to lift 50 lbs.)
- Assist in installing IT equipment in new offices or office relocations (ability to lift 50 lbs.)
- Provide end-user assistance and training
- Perform research and testing and provide feedback on new technologies
EDUCATION & EXPERIENCE
A High school diploma or GED is required; an advanced degree is preferred; extensive experience may be considered in lieu of educationAttention to detail and problem-solving skillsExcellent interpersonal skillsFive (5) or more years of experience in technical support working as part of a corporate IT support team using a ticketing systemPreferred certification(s) : Comp TIA A , Network , Security , Microsoft FundamentalsRequires proficiency with computer hardware and software to include Microsoft Office applications, using a computer with a keyboard and mouse, navigation with a web browser, checking and sending email, and use of internet search enginesREQUIRED LICENSURE & CERTIFICATIONS
Requires an active and valid Texas driver's licenseRequires the ability to obtain a TWIC (Transportation Worker Identification Credential) cardREQUIRED KNOWLEDGE, SKILLS, & ABILITIES
Ability to continuously communicate effectively and professionallyAbility to maintain confidentiality in all matters and areas of the organizationAbility to manage multiple demands simultaneously while maintaining service standardsAbility to understand and execute complex oral and written instructionAbility to work independently with minimal or no guidanceExcellent written and verbal communication skillsInterpersonal skills, including self-awareness and the ability to deal professionally with others and always make professional judgmentsMust be service-oriented and customer-centric to all internal and external customersMust be a team player and support the mission, vision, and goals of G&H Towing and the departmentProven ability to troubleshoot, test resolutions, and escalate common issuesProven analytical and problem-solving skillsStrong communication, organizational, analytical, time management, problem-solving, and planning skillsWORKING CONDITIONS
Work hours will be assigned based on business needs; however, work hours will typically be Monday-Friday from 8 : 00 am to 5 : 00 pm. By request from the department manager or department director. Work hours may include irregular hours to assist in completing particular tasks or assignmentsOut-of-regional travel may be required to attend training, seminars, or work-related eventsWork will be performed in the office or remote tugboat / office setting.SPECIAL PROJECTS
Assist the management and or executive team when requested to complete special projects and complete all assignments within a negotiated time frame established by the department managerCompletion of other duties as assigned by the department manager as they relate to the program and positionBEHAVIORAL COMPETENCIES
Time Management
The candidate is comfortable with goal setting and working in a team settingExcellent time management skills and ability to multi-task and prioritize workTeamwork
The candidate is autonomous, self-motivated to complete work-related tasks and solve problems, reliable, customer service oriented, and intrinsically driven to collaborate with and help the organization achieve the overall department visions and goalsCandidate should be comfortable working autonomously and as a team while always maintaining professionalismThe candidate understands the urgency of ensuring business continuity and will set and manage reasonable expectations for stakeholders regarding resolving issues.Listening
Candidate must be able to understand and act upon verbal direction or explanation of support needResourcefulness
Candidate will not hesitate to share creative or innovative ideas that will yield efficiency or provide resolution to needs or problems.Candidate will be proactive, working cross-functionally as needed to provide answers and solutionsESSENTIAL JOB-RELATED PHYSICAL & MENTAL REQUIREMENTS
Physical :
Ability to ascend and descend stairsAbility to bend, twist, kneel, stoop, and or reach for itemsAbility to detect and write effectivelyAbility to handle objectsAbility to have visual acuity to operate a motor vehicle and observe objects within the work settingAbility to hear with or without aidAbility to move around within an office setting and or other locations as neededAbility to operate office equipmentAbility to push, pull, and or squatAbility to remain in a stationary position for long periodsAbility to transport, adjust, and or move items up to 50 lbs.Ability to have visual acuity to operate a motor vehicle and observe objects within the work settingMental :
Ability to accept constructive criticismAbility to anticipate needsAbility to cultivate a positive working environmentAbility to express self clearly and effectively, orally and in writing, and use ethical and professional judgmentAbility to deal professionally, ethically, and effectively with customers, co-workers, vendors, and the public, including providing professional, prompt, responsive, efficient, and courteous customer service and assistanceAbility to maintain regular attendanceAbility to meet deadlinesAbility to be professional and use professional judgment 100% of the timeAbility to multi-task and plan time efficiently 100% of the timeAbility to perform job description and duties with minor supervisionAbility to reason and analyze effectivelyAbility to solve practical problems as it relates to the positionAbility to understand, communicate, and comprehend information in EnglishAbility to work professionally with others 100% of the timeRequired to pass and maintain all mandatory trainingRequires the ability to work collaboratively in a team settingRequires the ability to treat everyone professionally with courtesy, decency, and respectWORKSITE ENVIRONMENTAL CONDITIONS
Ability to work aloneAbility to work closely with othersAbility to work long and / or irregular hoursPotential exposure to tobacco productsMay be exposed to excessive noisesMay be subjected to uncomfortable environmental conditions, which include variations in temperature, dampness, humidity, heat, and coldMay be subjected to exposure to water, liquids, fumes, dust, gases, and or chemicalsMay require travel by boat, car, van, bus, or planeWe are an equal-opportunity employer and prohibit unlawful discrimination per federal, state, and local laws. We value diversity and are committed to being an inclusive environment for all candidates and employees representing a variety of backgrounds, perspectives, and skills. All employment is based on qualifications. Qualified individuals must be able to perform all the functions listed in the job description with or without reasonable accommodation as based on ADA requirements.
