IT Technical Support Analyst

Benefits

Additional Information

Thank you for considering a career at Port Houston. We appreciate your interest in joining our team. By applying, you are taking an important step toward advancing your career with an organization committed to excellence. Port Houston offers competitive compensation, comprehensive benefits, and a diverse, inclusive work environment. Joining our team means embarking on a fulfilling career path with opportunities for growth and impact. Before submitting your application, please ensure your resume is ready for upload in either .doc or .pdf format. Application must be completed in full. 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 services 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 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. A