IT Technical Support Analyst

Port Houston; Houston (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Port Houston is seeking an IT Technical Support Analyst to join their team. This role involves providing comprehensive support to maintain applications and technical systems, assisting users, and contributing to the continuous improvement of IT services. Candidates should have at least an associate's degree in computer science and relevant IT support experience. Join us to make a significant impact in a collaborative environment that values growth and innovation.

Qualifications

• 2+ years of related IT support experience required.
• Knowledge of various workstations, laptops, and printers.
• Working knowledge to configure Cisco call systems.

Responsibilities

• Provide on-site and remote support for IT systems.
• Maintain applications and technical systems supporting business units.
• Resolve end-user technical issues and provide training.

Skills

Customer service skills

Problem-solving

Attention to detail

Analytical thinking

Education

Associate's degree in computer science

Bachelor's degree preferred

Tools

Microsoft Office Suite

VMware

Active Directory

Job description

Join to apply for the IT Technical Support Analyst role at Port Houston

Join to apply for the IT Technical Support Analyst role at Port Houston

Get AI-powered advice on this job and more exclusive features.

Are you ready to think about the future and dream big? At Port Houston, we're seeking individuals who are eager to tackle the most significant challenges of their careers. For over a century, we've been driven by vision and scale, delivering impactful initiatives that shape Houston and the region. Our sustainability and success hinge on attracting, retaining, and nurturing exceptional talent.

When you join Port Houston, you're embarking on a journey towards a fulfilling career path. Take the first step in the right direction—are you READY?

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.
• Assist senior IT team members with projects as necessary
• Act in accordance with Port Houston core values (respect, excellence, accountability, diligence, and you)
  
  

Education/Experience

Perform other duties, including on-call as required

• Associate’s degree in computer science, Computer Engineering, Business Information Systems, or related major from a
• public or accredited private academic institution required
• Bachelor's from a 4-year degree public or accredited private academic institution a plus or ten years directly related work
• experience in the industry or similar field – preferred.
• 2+ years of related IT support experience required.
• Previous experience diagnosing and analyzing complex technical issues required
  
  

Knowledge, Skills, Abilities And Behaviors

• Advanced knowledge of File Server, Print Server, VMware, etc.
• Working knowledge to configure Cisco call systems
• Knowledge of various workstations, laptops and printers
• Knowledge of Microsoft Office Suite
• Working knowledge of Active Directory
• Knowledge of applicable industry tools
• Customer service skills
• Attention to details and effective organizational skills
• Strong decision-making, problem-solving and analytical skills
• Effective communication and interpersonal skills with all levels of employees, management, and customers
• Creative problem-solving skills
• Ability to work with a wide variety of user concerns
• Ability to work with other IT staff members as a team
• Ability to work with little supervision
• Ability to administer and maintain accounts
• Ability to configure and install operating systems
• Ability to remove virus and spyware
• Key Competencies Required:
• Analytical thinking skills
• Technical Professional Knowledge (Expertise)
• Customer Focus
• Contributes to Team Performance
• Attention to Detail
• Follow-Up
• Builds Customer Loyalty
  
  

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate, but due to open office environment noise level may occasionally be high. To apply, please go to porthouston.com/careers. Only applications submitted through the Port Houston Careers website will be acknowledged. Port Houston is an equal opportunity employer and participates in the E-Verify program supervised by the U.S. Government.

Thank you for choosing Port Houston in your career search.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Maritime Transportation

Referrals increase your chances of interviewing at Port Houston by 2x

Get notified about new Information Technology Support Analyst jobs in Houston, TX.

IT Service Desk Specialist: Standard Support

IT Service Desk Specialist: Telecommunication Basic Support

Houston, TX $52,416.00-$67,392.00 1 month ago

Mid-Level IT Service Desk Specialist: Advance Support

Mid-Level IT Service Desk Specialist: Advance and Expert Support

Government and Public Sector - Service Support Desk Analyst

Houston, TX $32,900.00-$54,300.00 1 week ago

Mid Level IT Service Desk Specialist: Vocera Advance Support

Information Systems Security Officer (ISSO)

Houston, TX $92,213.33-$125,146.66 1 month ago

Sr. Epic Application Analyst – Population Health

Sr. Information Systems Security Officer (ISSO)

Houston, TX $118,560.00-$171,253.33 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.