IT Technical Support Analyst

Port Houston•Houston, TX

37d•Onsite

About The Position

Works within a cohesive team environment and is responsible for effective provisioning, configuration, installation, operation, maintenance, and analysis of systems hardware and software and related infrastructure. Responsible for providing on-site support, unsupervised on-call support, via a rotating team schedule including after-hours & weekends, maintenance, and troubleshooting services for various applications, technical, networking, and operating systems. Exhibits a positive customer service experience supporting the end-user IT environment. Resolves end-user systems troubleshooting escalations and contributes to on-the-job training and technical development of team members. Performs research and helps implement new technology that will benefit Port Houston Operations and the user community. Engages and interacts with external vendors and services providers as needed.

Requirements

Associate’s degree in computer science, Computer Engineering, Business Information Systems, or related major from a public or accredited private academic institution required
2+ years of related IT support experience required
Previous experience diagnosing and analyzing complex technical issues required
Advanced knowledge of File Server, Print Server, VMware, etc.
Working knowledge to configure Cisco call systems
Knowledge of various workstations, laptops and printers
Knowledge of Microsoft Office Suite
Working knowledge of Active Directory
Knowledge of applicable industry tools
Customer service skills
Attention to details and effective organizational skills
Strong decision-making, problem-solving and analytical skills
Effective communication and interpersonal skills with all levels of employees, management, and customers
Creative problem-solving skills
Ability to work with a wide variety of user concerns
Ability to work with other IT staff members as a team
Ability to work with little supervision
Ability to administer and maintain accounts
Ability to configure and install operating systems
Ability to remove virus and spyware

Nice To Haves

Bachelors from a 4-year degree public or accredited private academic institution a plus or ten years directly related work experience in the industry or similar field – preferred.

Responsibilities

Maintain applications and technical systems that support Port Houston business units.
Reviews, analyzes, and evaluates operations of IT systems.
Work closely with Human Resources to ensure all staff are onboarded and offboarded in a timely manner.
Onsite and unsupervised on-call support, via a rotating team schedule, including after-hours and weekends. (Some requests might be outside of normal Port business operation hours.)
Provide end-user support, resolving technical issues and provides technical assistance for all operating systems and cross-functional teams as needed.
Provide remote support through phone or end-user via phone or tools that provide remote connections.
Set up new hires with equipment and appropriate access to the organization’s system
Perform computer upgrades, apply patches, and updates to end user systems following standard processes defined by the IT department.
Assists with testing of new release of software, vendor modifications, upgrades and patches.
Implement, install, configure, monitor, troubleshoot and evaluate existing and new operating systems
Confer with database programmers, analysts or other system administrators
Advise technicians who are involve in diagnosing and correcting systems related to failures and performing system management and determines logical solutions
Reviews records and reports of production, machine malfunctions and maintenance as well as organizational, procedural, and workflow plans and methods.
Monitor IT ticketing system and provide trending and metric details to IT Management, utilizing Information Technology Information Library (ITIL) v3 and analysis skills
Ensure all systems hardware and software remain compliant with Port Houston information technology standards and related processes
Performing computer programming in support of service desk application, Microsoft or Linux Servers and smart phones and/or devices
Provide initial troubleshooting of network and wireless connectivity issues and resolve where possible
Support and maintain mobile devices used throughout the Port handhelds
Provide user administration in the Active Directory domain
Create new user accounts and provide email access
Maintain, move, delete, and modify all of these accounts and groups, as needed
Maintain an electronic and physical filing system of IT Access Forms for Auditing purposes
Serve the technical Point of Contact for Port Houston systems -related issues
Contribute to the on-the-job training and technical development of other Service Desk team members
Provide recommendations to IT Management for Port Houston end-user requests for purchase of systems hardware, software, and printing standards
Maintain status of inventory and input received items into Manage Engine Plus Inventory System
Assist the IT management in refining and documenting Port Houston IT Service Desk processes and procedures, gained through analysis of current and historical cases inside the system
Maintain applications and technical systems that support Port Houston terminals, including but not limited to gate operations, position deployment systems (PDS), Navis system and other applications/systems relative to Port Houston terminal services.
Diagnose and troubleshoot all systems to support and keep lane gates open and operating for trucks to enter and leave Port terminals.
Support Terminal Operations Systems (N4), Gate Operating Systems (GOS) and Position Detection Systems (Kalmar – PDS) unsupervised.
Assist senior IT team members with projects as necessary
Act in accordance with Port Houston core values (respect, excellence, accountability, diligence, and you)
Perform other duties, including on-call as required