Jr. Field Support Analyst Ports America Shared Services, Inc - 1.0 Newark, NJ Job Details $55,000 - $65,000 a year 1 hour ago Qualifications TWIC Card Incident report management Enterprise software Incident management software Windows High school diploma or GED Desktop (troubleshooting support) Customer support ticket management Desktop applications Desktop administration Ticketing system technical support Full Job Description In the maritime industry, where colossal ships dock, and millions of tons of cargo are moved with precision, it takes teams of dedicated individuals to keep global trade in motion. Working in this dynamic sector means that you play a part in ensuring the pulse of commerce never skips a beat, all while driving the future of supply chain logistics and marine terminal operations. Dive into a career where your talents make an impact and help us steer the future of this vital sector. Every job function in our organization, whether it's on the docks or behind the scenes in administrative roles, finance, payroll, or IT, has a significant impact on the national economy and critical supply chain operations. The Junior Field Analyst, IT provides field-based technical support to end users, helping ensure desktops, applications, mobile devices, printers, and network connectivity are available and functioning properly. The role serves as a frontline communication channel between field users and the IT organization, documenting issues, resolving routine problems and escalating more complex matters as needed. Essential Duties Respond to end-user support requests, gather relevant information and identify the nature and impact of reported issues. Troubleshoot desktop hardware, Windows 11 workstations, Microsoft 365 applications, client and web-based applications, mobile devices and enterprise printers. Diagnose and resolve routine network and connectivity issues involving local and wide area network access, VPN connections and related endpoint configurations. Deploy, install, configure and replace workstations, peripherals and standard software using approved enterprise imaging and deployment tools. Guide end users through diagnostic and recovery procedures and explain technical processes and solutions in clear, easy-to-understand terms. Document incidents, resolutions, and relevant technical information accurately in the IT ticketing system and maintain timely ticket status updates.

Working Conditions:

Regular field/terminal and office work; position requires movement between work areas and interaction with end users and IT personnel. Physical activity may include standing, walking, bending, reaching and lifting equipment or materials up to 50 pounds, as required for field support activities. May require travel to field locations and work outside standard business hours to support operational needs, outages or scheduled maintenance. May be exposed to typical port/terminal work environments, including varying weather conditions, noise and active vehicle or equipment areas; required site-specific safety practices apply. Must qualify for Transportation Worker Identification Credential (TWIC).

Minimum Requirements:

High school diploma or equivalent required; an associate or bachelor's degree in information technology, computer science or a related discipline is preferred. 1+ years of experience in IT support, desktop support, help desk or a related technical support role; equivalent technical training or education may be considered. 1+ years experience with an automated IT ticketing system and documenting incidents, troubleshooting steps and resolutions. 1+ years experience supporting Windows 11 endpoints and Microsoft 365 applications in an enterprise environment.

Preferred Requirements:

Working knowledge of Windows 11 desktop troubleshooting, endpoint configuration and standard Microsoft 365 applications. Working knowledge of TCP/IP networking, VPN connectivity and common desktop network troubleshooting techniques. Working knowledge of Active Directory and routine user account/access administration in an enterprise environment. Ability to use an IT ticketing system to prioritize, document, communicate and track support issues through resolution.

NOTE:

This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization. Ports America is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex (including pregnancy); sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law. This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.

PAY Transparency if applicable:

$55k - $65k per year If you require additional information about our comprehensive data privacy policy https://artifacts.portsamerica.com/pdf/Applicant%20Privacy%20Notice.pdf (https://artifacts.portsamerica.com/pdf/Applicant%20Privacy%20Notice.pdf), we invite you to contact us via email at (mailto: ). Our dedicated team at Ports America will be pleased to address any specific inquiries or concerns you may have regarding the handling, protection, and security of your data. We are committed to ensuring the utmost privacy and confidentiality of your personal information and will gladly provide you with the necessary details to help you better understand our practices and protocols. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.