Fleet IT Support Analyst

Job Description

Job Description

WHO WE ARE

Lindblad Expeditions is a true pioneer in Expedition Travel. From taking the first citizen explorers to Antarctica in 1966, opening the Galapagos and Easter Island to tourism in 1967, leading the first tourist expedition through the Northwest Passage in 1984, and launching our innovative partnership with National Geographic in 2004, we're now taking almost 30,000 guests a year to some of the world’s most remote and pristine locations on our fleet of 20 ships, and are committed to ensuring our guests experience the “Exhilaration of Discovery”.

JOB SUMMARY

The Fleet IT Support Specialist provides advanced technical support for onboard vessel systems, including hardware, software, and connectivity. This role is responsible for troubleshooting and resolving issues, supporting deployments, and ensuring reliable, secure IT operations across the fleet.

 

Working with the Fleet IT Director and Superintendent, the Specialist helps prioritize support and project work, while traveling as needed to deliver hands-on support and maintain operational continuity.

 

ESSENTIAL DUTIES 

 

• Serve as the primary point of contact for fleet SATCOM systems, including Starlink, OneWeb, VSAT, and cellular connectivity
• Provide remote and onsite technical support on issues or requests for our vessel-based systems, including computer equipment, business applications, hardware, software, and networks
• Manage and resolve support requests using Jira, ensuring adherence to SLAs and proper ticket prioritization
• Analyze recurring technical issues, identify root causes, and recommend long-term solutions and process improvements
• Install, configure, maintain, and repair onboard computer hardware and software systems
• Develop and maintain user training materials and documentation for deployed technologies
• Ensure all fleet devices meet company security standards, including patching, encryption, and endpoint protection
• Maintain and regularly update internal procedures and technical documentation
• Track and manage inventory of IT equipment, software, and licenses across the fleet
• Support procurement, provisioning, and deployment of IT equipment to vessels
• Assist with audits and ensure compliance with internal policies and regulatory requirements
• Work with stakeholders
• Implement and maintain endpoint security controls, including access management and device hardening
• Assist with supporting of onboard AV and Broadcast systems
• Coordinate with Logistics to ensure timely and accurate delivery of IT equipment to vessels
• Maintain standardized device configurations and system images to ensure consistency across the fleet
• Travel to vessels as needed to provide hands-on technical support
• Participate in an on-call rotation to support off-hours and weekend operational needs
• Collaborate with external vendors to coordinate support, maintenance, and service delivery
• Contribute to special projects and initiatives aligned with Fleet IT and broader business needs

 

 

MINIMUM QUALIFICATIONS

 

• Bachelor’s Degree in Computer Science/Management Information Systems/Computer Information Systems
• Comptia Network+, CCNA or equivalent certification
• 3–5 years of experience in an IT support or technology operations role, preferably in a distributed or remote environment
• Strong technical proficiency across enterprise systems, including endpoint hardware, operating systems, networking fundamentals, IT security, and remote support tools
• Solid understanding of computer systems, mobile devices, and modern workplace technologies
• Demonstrated ability to diagnose, troubleshoot, and resolve complex technical issues efficiently and independently
• Excellent verbal and written communication skills in English, with the ability to clearly convey technical concepts to non-technical users
• Strong customer service orientation with the ability to remain calm, professional, and effective under pressure
• High level of discretion and ability to handle sensitive and confidential information appropriately
• Strong analytical and problem-solving skills with attention to detail
• Ability and willingness to travel internationally as needed; valid passport required
• Ability to travel internationally & domestically 

 

TECHNICAL SKILLS & PROFICIENCY

 

• Proficiency in Windows and macOS operating systems, with a solid understanding of endpoint support and administration
• Experience supporting iCafe systems for Guest Internet Access
• Working knowledge of networking concepts, including WAN, LAN, and VPN technologies
• Experience with Active Directory, including user account management and access control
• Proficiency with Microsoft Office Suite and general enterprise productivity tools
• Familiarity with endpoint security practices, including antivirus tools and associated policies
• Experience providing remote technical support using standard remote access tools
• Exposure to enterprise phone systems, with experience in Mitel environments preferred
• Experience supporting business applications in a production environment
• Experience and familiarity with supporting AV systems

Full time position, 40 hours per week and overtime eligible

Bonus target 5%

OUR BENEFITS

• Travel benefits for employees and their family

• Voyage of Discovery trips for employees to travel as guests

• Health insurance including Medical, Dental, Vision

• 401(k) plan with employer match

• Long-Term Disability, Life & AD&D Insurance

• Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care

• Pre-Tax Commuter Benefit

• 7-8 Paid Holidays

• 1 Floating Holiday Options

• Up to 15 days of vacation (pro-rated per anniversary year)

• Parental Leave

• Sick/personal days per city & state ordinance

• Pet Insurance discount

Hybrid Work Schedule

Positions based in our New York and Seattle offices follow a hybrid work schedule, requiring employees to work in the office Tuesday through Thursday, with the option to work remotely Monday and Friday. Candidates must reside within reasonable commuting distance of their designated office.

Communication Skills

Using the English language, this person must have the ability to read, write, and comprehend policies, legal guidelines, correspondence, and memos. Must also possess the ability to effectively communicate--both in writing and orally--with a professional demeanor.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee will also be required to write and type. The employee is occasionally required to stand, walk, and reach with hands and arms.

COMPENSATION STATEMENT

Lindblad Expeditions determines the pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living.

For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. An employee/candidate with a stronger skill set will receive higher pay.

EQUAL OPPORTUNITY EMPLOYER STATEMENT

At Lindblad Expeditions, we simply could not do our work without the diverse kaleidoscope of humanity that creates and delivers our remarkable offerings across the planet. As a Company that respects and celebrates the inherent diversity in the places we explore, we recognize the need to mirror that same diversity and all the interconnected perspectives within our organization. We are committed to building a community of different genders, races, ages, sexual orientations, chosen identities, and countries of origin where every person brings their whole self to work and whose skills, talents, and abilities are valued. We believe we can explore further and in a more meaningful way by actively creating a more diverse and inclusive organization where everyone feels they belong.

Lindblad Expeditions is an equal opportunity employer. Individuals seeking employment at Lindblad Expeditions are considered without regard to race, sex, color, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status, or veteran status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.