IT Technical Support Analyst

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 service providers as needed.

• 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 providing 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 systems.
• Perform computer upgrades, apply patches, and updates to end‑user systems following standard processes defined by the IT department.
• Assist with testing of new releases 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 involved in diagnosing and correcting systems related to failures and performing system management and determine logical solutions.
• Review 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 ITIL v3 and analysis skills.
• Ensure all systems hardware and software remain compliant with Port Houston information technology standards and related processes.
• Perform 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 accounts and groups as needed.
• Maintain an electronic and physical filing system of IT Access Forms for auditing purposes.
• Serve as 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 contained in 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…