Help Desk Analyst (Field Service / Travel Required) - IT Staffing
    10700 Richmond Ave., Suite 203, Houston TX 77042
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Help Desk Analyst (Field Service / Travel Required)

Help Desk Analyst (Field Service / Travel Required)

Channelview, TX
   |   February 02 2018


Specific duties include the following along with other tasks as assigned:

  1. Review, diagnose and resolve vessel IT requests and / or incidents in a timely manner
  2. Travel to boat(s)/ships via company provided vehicle or airfare on short notice when requests / incidents cannot be resolved remotely
  3. Install and troubleshoot vessel PCs, aircards/routers, cabling, and associated communications equipment

Timely and accurate data entry into trouble ticketing system.  Escalate detailed tickets to Responsible for providing timely computer support for all vessels and designated charter vessels

  1. appropriate personnel when necessary.
  2. Provide timely and accurate information and reports to management levels, summarizing problems and solutions.
  3. Will participate in service desk and vessel On-Call rotation for after-hours support when required
  4. Will be the local point of contact for all server, network, and software development issues
  5. Serve as mobile coordinator for assigned shore and vessel service area
  6. Research, evaluate, test, and deploy technology solutions as needed by vessel operations


Required Skills/Experience

The skills and experience required to successfully fill the role of Specialist – Vessel Systems are:

  1. Ability to work independently and with a team
  2. Ability to manage and prioritize multiple demands
  3. Strong customer service skills and personal motivation
  4. Solid written and verbal communication skills
  5. Ability to educate vessel personnel in how to avoid / resolve similar problems in the future
  6. Organized, detail-oriented and accurate
  7. Ability to comprehend technical materials and train on peripheral equipment
  8. Good driver with a valid driver’s license
  9. Must be able to obtain a TWIC (Transportation Worker Identification Credential) card
  10. Three (3) or more years’ experience and proficiency in desktop support
  11. A+ Certification or equivalent
  12. Running cable and crimping connections
  13. Skilled using / troubleshooting the following:
    1. Windows XP & Win 7
    2. MS-DOS
    3. Microsoft Office
    4. Upgrading and repairing PC equipment and other hardware
    5. Adding memory, replacing motherboard, drives, PCI cards, air cards
    6. Satellite communication  & cell data devices and antennas (plus running cable)
    7. Vessel electronic charting software
    8. Active Directory
    9. File and Print services
    10. Knowledge of Microsoft SCCM, networking technologies, antivirus tools, and server rack management is a plus


Physical Requirements and Work Environment

The physical requirements required for successfully filling the role of Vessel Support Specialist are:

  1. Strength – Ability to lift and carry fifty (50) lbs. up/down stairs and ladders.
  2. Climb – Must be able to climb stairs and ladders that may have a 90-degree angle.
  3. Confined spaces – Ability to enter confined workspaces (24” x 24”) for installations and repairs.  Must be able to enter and exit hatches/doorways quickly in the event of an emergency.
  4. Range of motion – Must have a complete range of motion in confined areas including reaching over one’s head.
  5. Physical appearance – ability to wear hard hat, safety glasses, nomex coveralls, slicker suit and steel toe boots
  6. General – Must be able to endure and work safely in harsh environments including extreme hot and cold temperatures.