IT Technical Support Analyst

Position Summary 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 service providers as needed. Key Responsibilities & Duties 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 providing 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 systems. Perform computer upgrades, apply patches, and updates to end‑user systems following standard processes defined by the IT department. Assist with testing of new releases 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 involved in diagnosing and correcting systems related to failures and performing system management and determine logical solutions. Review 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 ITIL v3 and analysis skills. Ensure all systems hardware and software remain compliant with Port Houston information technology standards and related processes. Perform 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 accounts and groups as needed. Maintain an electronic and physical filing system of IT Access Forms for auditing purposes. Serve as 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 contained in 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. Education / Experience Associate’s degree in computer science, Computer Engineering, Business Information Systems, or related major from a public or accredited private academic institution required. Bachelor's degree from a 4‑year public or accredited private institution a plus or ten years directly related work experience in the industry or similar field – preferred. 2+ years of related IT support experience required. Previous experience diagnosing and analyzing complex technical issues required. Knowledge, Skills, Abilities & Behaviors 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. Key Competencies Required Analytical thinking skills. Technical Professional Knowledge (Expertise). Customer Focus. Contributes to Team Performance. Attention to Detail. Follow‑Up. Builds Customer Loyalty. Work Site Location Port Houston Administration Building. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate, but due to open office environment noise level may occasionally be high. Equal Employment Opportunity Statement Port Houston is an equal opportunity employer and participates in the E‑Verify program supervised by the U.S. Government. Port Houston is an equal employment opportunity employer. Port Houston’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Port Houston also prohibits harassment of applicants or employees based on any of these protected categories. Disclaimer The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. #J-18808-Ljbffr 0072 Port of Houston Authority