Cruise Technology Support Technician

As a member of the IT staff, reporting to the Network Manager and User Support Manager,
this individual provides technology support for the training vessel, shore side support to
the TSSOM and other Academy vessels while in Castine, and day to day Helpdesk support of
end users. This individual shall sail with the training ship whenever it is deployed. This is a
12-month, staff union position with benefits.

DUTIES

Responsible for all duties associated with providing technical support services to the ship.
Troubleshoots computer hardware, software, and associated peripherals on all training vessels and on campus.
Responsible for connecting and disconnecting communication cables when dockside.
Responsible for various vessel satellite and communication systems.
Supports network hardware, software, and connectivity technology on the training vessel.
Is system administrator for email and other ship servers and systems.
Trains and supervises cruise helpdesk student workers.
Support the ship’s telephone systems.
Assist with various cruise related data systems as applicable.
Run various communication cable as needed.
Participates in all vessel deployments.
 Provides first tier technology support as a member of the MMA HelpDesk staff when not deployed with the training vessel.
Provides first tier technology support for audio visual equipment on the ship and campus.
Creates accounts, deploys hardware and software to end users on the ship and
campus.
 Other related duties as assigned.

This job description reflects the general duties of the job but is not a detailed
description of all duties which may be inherent to the position. The Academy may
assign reasonably related additional duties to individual employees consistent with
policy and collective bargaining agreements.

SKILLS / EXPERIENCE

Strong networking and troubleshooting skills, Active Directory, SQL, VMWare and Windows server experience are preferred.
Knowledge of satellite communications systems a plus.
Experience in a secondary or higher education setting preferred.
Ability to work with a minimum of supervision and with a positive attitude.
Must be able to communicate effectively in both written and verbal form.
Must establish and maintain effective and professional working relationships.
Excellent customer service skills, and the ability to work well with both internal (Academy) customers as well as external entities.
Knowledgeable with industry standards and best practices for end user hardware and software.
Ability to work with customers who have varying degrees of technical expertise.
Exceptional troubleshooting ability required to solve non-routine, complex problems as they arise.
Computer hardware and software skills are required.
Ability to troubleshoot and repair hardware and software.
Critical thinking skills.

REQUIREMENTS

High School Diploma or GED required.
Relevant Bachelor’s Degree preferred and/or equivalent related experience; or equivalent combination of education and experience.
Minimum Two (2) years of experience supporting technology end users required.
Must have or be able to obtain a Merchant Mariner Credential (MMC).
Must have or be able to obtain a Transportation Worker Identification Credential, (TWIC).
Must have or be able to obtain a valid U.S. Passport.
Pre-employment drug test required or proof that a successful drug test has been administered within six months prior to hire.
A+ Certification or ability to attain it within 6 months of hire is required.
Ability to document technical systems is required.
Strong written and oral communications skills are required.
Strong organizational skills and ability to multi-task are required.

SPECIAL CONDITIONS

Must participate in USCG drug testing program.
Tobacco-free employer.
Criminal background check required.

PHYSICAL REQUIREMENTS

Regularly sit, stand, walk through narrow passages, ascend and descend ladders and stairs.
Tolerate exposure to extreme weather conditions including rain, snow, sleet, and high winds and extremes of temperatures.
Use hands to manipulate objects, tools or controls.
Reach and work overhead with arms and hands.
Lift at least a 40 pound load off the ground, and to carry, push or pull the same load.
Open and close water tight doors of 55 pounds or more.
Work in areas of high noise and/or low light.
Work aloft at heights above 6 ft.
Work in confined spaces.

SPECIAL CONDITIONS

Must participate in USCG drug testing program
Tobacco-free employer
Criminal background check required