IT Support Technician

Summary

Provide onsite technical support and troubleshooting for the timely resolution of all IT related incidents as it pertains to desktops, laptops, printers and mobile/handheld devices and all outdoor operational systems. Outdoor systems include OCR systems and all other hardware components and systems in the truck processing gate complex, the rail complex, the STS cranes & all container handling vehicles. The support, maintenance and repair of these outdoor systems is required in all weather conditions.

The truck gate complex is the first part of our logistics process in handling trucks delivering or receiving cargo and is a vital part of the overall terminal operation and requires priority support attention.

Support is in a 24 x 7 operating environment and requires on-call including holidays and weekends at times as necessary.

Duties also include assisting in other job-related functions assigned by their direct manager.

Role and Responsibilities:

• Ensure all support requests coming through email, phone and in-person are logged into the service desk system
• Provide IT desktop support for user incidents, and requests in a professional timely fashion to ensure efficient and effective resolution
• Working experience with OS imaging solutions to aid in the rollout of Windows 11 across the enterprise
• Assist in the support and troubleshooting of IT operational hardware, software, applications and gate complex, such as system interfaces, OCR systems, gate management systems, RFID systems, etc.
• Experience or Familiarization with OCR (Optical Character Recognition) systems.
• Provide routine maintenance, inspection and repair on an array of large and small components of the gate complex equipment
• Assist in the support and troubleshooting of all radio data terminals (narrowband equipment) and associated equipment used by Operations throughout the terminal.
• Provide technical support to all container handling vehicles as well as STS crane I.T. equipment

Requirements:

• Must be able to obtain a valid Transportation Worker Identification Credential (TWIC).
• Must be able to drive throughout the terminal property and offsite locations on public roads.
• Must be fit with adequate physical stamina to work outdoors in all weather conditions year-round.
• Must be able to work for extended hours as required.
• Must be physically able to lift, carry & transport heavy equipment up to 50lbs, climb ladders and work at heights above 15’.
• Must be able to squat, bend, reach and pull to effect repair instructions.
• Must have good hand/eye coordination to safely and efficiently work with hand and power tools to install and repair hardware components.
• Must have good eyesight – ability to work at night in different levels of light, and in varying weather conditions. Use of corrective lenses or eyeglasses is acceptable. Must also be able to distinguish colors.
• Minimum 3-5 years of experience in troubleshooting and setup in a Windows desktop environment supporting PCs, printers and network equipment, both wired and wireless, as well as knowledge of Microsoft products such as Outlook, Teams, Word and Excel to assist end-users with any issues encountered.
• Must be familiar with use of diagnostic test equipment for troubleshooting power and cabling issues.
• Ability to interface directly with terminal operations and as such, demands a mature, dedicated individual with exceptional communication and people skills.
• Ability to work under pressure, prioritize and take ownership of tasks based on operations impact.

Preferred skills:

• CompTIA A certification preferred
• Familiarity with ITIL processes (ITIL Certification preferred)
• Knowledgeable in OSHA safety requirements
• Working experience of DHCP, DNS, TCP/IP and Active Directory
• Previous experience with Service Desk systems and tools
• Experience documenting processes and procedures
• Prior experience providing service delivery support, preferably in a container terminal or other indoor/outdoor industrial work environment

Knowledge of surveillance and security cameras is a plus