Terminal Systems and IT Manager

Job Summary

The Terminal Systems and IT Manager provides day-to-day hands‑on support to the organization’s end‑user laptops, desktops, mobile devices, applications, and new technology in conjunction with local processes, practices, and equipment.

• Manage day‑to‑day maintenance and support of technology hardware and software, technology research, projects, and implementations for Hawaii Stevedore (HSI) and Hawaii Terminal (HTI) locations.
• Interface directly with internal/external customers and various departments.
• Provide and perform LAN support, troubleshooting, break/fix, hardware/software upgrades, patch management, Anti‑Virus management, image management, application installs, user support and training.
• Troubleshoot user desktop/workstation issues to resolution.

• Receive service requests from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, or operating systems and technologies.
• Respond to support requests via phone, email, or in person in a professional, confident, and courteous manner. Evaluate the nature of problem, determine root cause including issues related to hardware such as modem, printer, cables, or telephone. Formulate diagnosis and assist users through problem‑solving steps.
• Liaison with corporate IT Services on local projects, concerns, maintenance, etc.
• Work with local management to maintain and support hardware/software, research, develop, and implement processes related to systems management and technology integration.
• Provide technical support to customers answering technical inquiries, diagnosing reported problems or configuration issues, recommending solutions, escalating when appropriate and following issues through to resolution.
• Lead technical projects such as the research, proposal and implementation of new software and hardware products, including procedural documentation at all HSI/HTI locations.
• Educate users on casual as well as formal classroom‑training basis about new and more effective ways to use their computing resources.
• Develop and track local hardware and software procurement requests from users to corporate IT Services. Provide technical support. Troubleshoot, configure, install, and deploy workstations, laptops, printers, computer peripherals, smartphones, OCR, RFID, RTLS and other related equipment for all HSI/HTI locations.
• Research and contribute technical resolutions and process improvement via interaction in technical and procedural discussions with knowledge base documentation.
• Recommend and perform hardware and software installs and upgrades.
• Test software and hardware for functionality prior to deployment to evaluate ease of use, functionality errors and whether product will aid user in performing work. Report issues to assist with resolution.
• Write software and hardware evaluations and recommendations for management review.
• Write and revise user‑training manuals and procedures.
• Develop training materials including exercises and visual displays.
• Perform preventive maintenance.
• Deploy and support wireless devices including iOS, Android, RFID, and Windows mobile devices.
• Support enterprise applications.
• Setup and support MFA and VPN accounts.
• Manage and support Anti‑Virus applications.
• Other duties as assigned.

• High school diploma or equivalent (HSED) required
• Associate degree in Computer Science or related course of study preferred

• Valid state‑issued driver’s license and acceptable driving record required
• Transportation Worker Identification Credential (TWIC) within 60 days of hire required
• Microsoft and/or Dell certifications preferred

• 3+ years of related experience in transportation/shipping industry or similar field required

• Basic proficiency with Microsoft Office including Word, Excel, and Outlook.
• Ability to communicate clearly with excellent verbal, written, and listening skills.
• Ability to work individually as well as a valued participant in a team based environment.
• Applied knowledge of the principles of rational systems used to solve practical problems…