Information Technology (IT) Technician 1

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 education
• Attention to detail and problem-solving skills
• Excellent interpersonal skills
• Five (5) or more years of experience in technical support working as part of a corporate IT support team using a ticketing system
• Preferred certification(s):  Comp TIA A+, Network+, Security+, Microsoft Fundamentals
• Requires 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 engines  

REQUIRED LICENSURE & CERTIFICATIONS 

• Requires an active and valid Texas driver's license
• Requires the ability to obtain a TWIC (Transportation Worker Identification Credential) card

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES 

• Ability to continuously communicate effectively and professionally 
• Ability to maintain confidentiality in all matters and areas of the organization
• Ability to manage multiple demands simultaneously while maintaining service standards
• Ability to understand and execute complex oral and written instruction
• Ability to work independently with minimal or no guidance 
• Excellent written and verbal communication skills 
• Interpersonal skills, including self-awareness and the ability to deal professionally with others and always make professional judgments
• Must be service-oriented and customer-centric to all internal and external customers 
• Must be a team player and support the mission, vision, and goals of G&H Towing and the department
• Proven ability to troubleshoot, test resolutions, and escalate common issues
• Proven analytical and problem-solving skills
• Strong communication, organizational, analytical, time management, problem-solving, and planning skills

WORKING 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 assignments
• Out-of-regional travel may be required to attend training, seminars, or work-related events 
• Work 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 manager
• Completion of other duties as assigned by the department manager as they relate to the program and position 

BEHAVIORAL COMPETENCIES 

• The candidate is comfortable with goal setting and working in a team setting
• Excellent time management skills and ability to multi-task and prioritize work

Teamwork

• 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 goals
• Candidate should be comfortable working autonomously and as a team while always maintaining professionalism
• The candidate understands the urgency of ensuring business continuity and will set and manage reasonable expectations for stakeholders regarding resolving issues. 

• Candidate must be able to understand and act upon verbal direction or explanation of support need

• 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 solutions

ESSENTIAL JOB-RELATED PHYSICAL & MENTAL REQUIREMENTS   

Physical:

• Ability to ascend and descend stairs 
• Ability to bend, twist, kneel, stoop, and or reach for items
• Ability to detect and write effectively
• Ability to handle objects
• Ability to have visual acuity to operate a motor vehicle and observe objects within the work setting
• Ability to hear with or without aid
• Ability to move around within an office setting and or other locations as needed
• Ability to operate office equipment
• Ability to push, pull, and or squat
• Ability to remain in a stationary position for long periods
• Ability 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 setting

Mental:            

• Ability to accept constructive criticism
• Ability to anticipate needs
• Ability to cultivate a positive working environment 
• Ability to express self clearly and effectively, orally and in writing, and use ethical and professional judgment
• Ability 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 assistance
• Ability to maintain regular attendance
• Ability to meet deadlines
• Ability to be professional and use professional judgment 100% of the time
• Ability to multi-task and plan time efficiently 100% of the time
• Ability to perform job description and duties with minor supervision 
• Ability to reason and analyze effectively
• Ability to solve practical problems as it relates to the position
• Ability to understand, communicate, and comprehend information in English
• Ability to work professionally with others 100% of the time
• Required to pass and maintain all mandatory training 
• Requires the ability to work collaboratively in a team setting 
• Requires the ability to treat everyone professionally with courtesy, decency, and respect

WORKSITE ENVIRONMENTAL CONDITIONS

• Ability to work alone
• Ability to work closely with others
• Ability to work long and/or irregular hours
• Potential exposure to tobacco products
• May be exposed to excessive noises
• May be subjected to uncomfortable environmental conditions, which include variations in temperature, dampness, humidity, heat, and cold
• May be subjected to exposure to water, liquids, fumes, dust, gases, and or chemicals
• May require travel by boat, c