Support Analyst Jobs

About The Position

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Information Systems, Computer Science, or a related field OR High School Diploma or GED Equivalent with 4+ years of IT experience
• 3+ years experience in a Windows Server environment supporting PCs, printers, network equipment (wired and wireless.)
• 3 + years of help desk experience with extensive telephone or in-person experience in a customer service capacity, general computer network administration experience, in a small to mid-sized organization, preferably in a logistics or maritime industry firm.
• Valid driver’s license and ability to have and hold TWIC credentials.

Nice To Haves

• Wireless networking troubleshooting experience
• VOIP experience
• Solid interpersonal and organizational skills.
• Strong verbal and written communication skills.
• Strong commitment to team work and a team-oriented environment, with willingness to share knowledge and expedite the accomplishment of assigned tasks.
• Ability to work independently
• Ability to exercise, on a regular basis, independent judgment and discretion in performance of job duties
• Possess strong organizational and time-management skills
• Ability to multi-task and handle on a pro-active basis, changing priorities in a fast-paced environment in order to maximize time-management and efficiencies
• Ability to write scripts to perform administration.
• Ability to respond to issues and carefully work through problems.
• Ability to develop analytical and organizational skills.
• Ability to assist and develop less experienced staff on technical issues.
• Ability to take action, and communicate technical information to non-technical users

Responsibilities

• Maintain and troubleshoot IT Operational Applications components specific to the business at the local terminals, such as TOS interfaces, OCR systems, Gate Management systems, RFID systems, etc.
• Maintenance and troubleshooting of local and wide area networks;
• Lead end-users through diagnostic procedures to determine source of error;
• Comply with Corporate Safety and IT policies and procedures.
• Ensure that the facilities, such as UPS and A/C, are working properly in all data centers.
• Interface with various vendors in the implementation and troubleshooting of this specific equipment.
• Maintain and troubleshoot all wireless computers, tablets, handhelds, and associated equipment used by Operations throughout the terminal.
• Maintain the local technology infrastructure including the administration of switches, bridges, routers, servers, wireless infrastructure, phone systems, et al.
• Respond to and document IT Service Desk incidents utilizing Ports America’s IT Service Desk system.
• Track and maintain all local IT assets.
• Verify that computer rooms and office areas are maintained
• Create new and update existing IT documentation.
• Coordinate and schedule IT projects locally to minimize impact to the business.
• Respond to after-hours automated alerts that require onsite attention (when necessary).