IT Support Specialist

Company Overview

Since 1986, Clipper has provided marine transportation from Seattle, WA to Victoria, BC, creating amazing memories for travelers locally and around the world. We operate Seattle’s iconic Victoria Clipper high-speed catamaran ferry offering a unique getaway and partnering with hotels and sightseeing activities. We also offer seasonal whale and sealife excursions. In 2016, Clipper became a proud part of the FRS Group, an international maritime company with headquarters in Germany.

Position Overview:

FRS Clipper seeks an individual who shares our passion and love of the Pacific Northwest working in the travel and hospitality industry. We are looking for a committed, diligent, and customer-oriented person who wants the opportunity to make a significant contribution to our Information Technology department.

About the Successful Candidate:

This role requires someone who is a highly organized, technically skilled professional with a passion for supporting end-users within a complex and rewarding industry. This individual possesses a solid foundation in troubleshooting hardware, software, and network problems, along with expertise in operating systems, security protocols, and system management. Strong communication skills enable them to explain technical concepts in a clear and user-friendly way, ensuring all users feel supported and understood. The ideal candidate is proactive, resourceful, and excels in managing multiple tasks efficiently, balancing daily support requests with ongoing maintenance and updates. With a focus on customer service, they maintain a positive, patient approach, ready to assist users at all levels of technical proficiency, ensuring smooth and uninterrupted IT operations across the organization.

About the Role:

The IT Support Specialist provides technical assistance and support to end-users, troubleshooting hardware, software, and network issues to ensure optimal system performance and telecommunication systems for approximately 100-200 persons located in Seattle, Washington and Victoria, BC. This role requires a customer-focused approach to resolving IT-related inquiries, diagnosing problems, and implementing effective solutions. It is important that this person is able to follow direction from multiple management levels. The IT Support Specialist works closely and collaboratively with Clipper’s owner, FRS Group. The position reports to the Director of Finance & IT and also has dotted-line reporting to FRS Group headquarters located in Flensburg, Germany. This role is also supported by the IT Support Assistant located in Victoria, BC.

Job Duties:

End user support

• Troubleshoot and resolve incoming helpdesk requests from end users via online tracking system
• Manage end user computers, phones, peripherals, and audio/video requirements
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Install and troubleshoot OS and desktop applications
• Manage Active Directory and Exchange user setup and management
• Maintain, optimize and monitor VPN and remote access systems

Infrastructure support

• Maintain, troubleshoot and monitor the Clipper’s WAN (office) and LAN (vessels)
• Maintain, troubleshoot and monitor end user infrastructure (e.g. site-to-site VPN, client VPN, internal networks)
• Maintain, troubleshoot and monitor IT infrastructure (servers, computers, phones, networks, phone system, demarks, etc.)
• Maintain, upgrade, troubleshoot and monitor POS system (Revel) on vessels
• Maintain, monitor and manage network security: firewalls, host security, file permissions and system integrity
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Maintain, document and manage replacement schedule for system hardware and software
• Evaluate and/or recommend purchases of computers, network hardware, peripheral equipment and software

Incident response

• Provide on-call emergency maintenance activities supporting network operations, including during non-business hours
• Investigate and troubleshoot IT incidents
• Communicate effectively to management and end users during IT incidents
• Prepare high-level root cause analysis reporting

Other duties

• Coordinate network activities with peer located in Victora, BC
• Work with third-party vendor for quarterly security scan
• Maintain accurate computer and server hardware assets via asset tagging and inventory database
• Manage and execute the backup and disaster recovery plans
• Manage annual renewal contracts and URL domains
• Develop, update, and maintain IT network policies in coordination with Director

Education:

• Associate or bachelor’s degree in information technology, computer science, or a related field preferred
• Relevant certifications indicating skill level and proficiency are preferred, including, but not limited to: CompTIA A+, Microsoft Server Certificates, MCITP, CCENT, Cisco CCNA, Server+, Linux+, ITIL/ITSM

Experience:

• 2+ years in similar role or function
• Hands-on experience with Windows, Java, Oracle, Linux, and MacOS
• Experience troubleshooting network connectivity and supporting common IT infrastructure
• Solid application support experience
• Experience with cloud platforms (Azure, AWS, etc.) is preferred
• Experience with Tableau or related business intelligence software is preferred
• Experience with Atlassian Jira or other bug tracking software is preferred
• Experience working with overseas development or support teams is preferred
• Prior roles within Tourism, Travel, and/or Hospitality industries is preferred

Skills:

• Excellent written and verbal communication skills; fluent in English language (speaking, reading, writing); proactive communicator
• Detail oriented, accurate, organized, and ability to prioritize workload
• Committed to continuous improvement and strong customer service
• Excellent troubleshooting skills and root cause analysis to assist with a myriad system issues and answer questions regarding product set-up
• Ability to work collaboratively and independently in a fast-paced and dynamic environment
• Ability and willingness to work with flexibility under pressure and deadlines
• Manages confidentiality without exception
• Willingness to work through conflicts with openness
• Motivated self-starter
• Strong problem-solving skills
• Strong documentation skills
• Ability to carry/lift at least 50 pounds

Technologies you will support include:

• Active Directory, DNS, DHCP
• WAN Networking
• Load Balancers (e.g. F5 BIG-IP)
• VPNs & Firewalls (e.g. SonicWall, FortiGate, Meraki)
• Wi-Fi Optimization (Meraki)
• Linux (e.g. RHEL)
• Printers (set up, installation, print servers, repair, troubleshooting)
• Shoretel/Mitel Phones (setup, troubleshooting)
• User administration (Email, Active Directory, Phones, etc.)
• Server Virtualization (VMWare and Hyper-V)
• Microsoft Windows 10 and 11
• VLANs and switch redundancy
• Cybersecurity including network segmentation and firewalls
• Chrome Boxes, Chromebit, Google Enterprise
• Network Optimization (trunking, VOIP)
• Point-of-sale systems (Revel)
• Exchange Server, Office 365 (back-end and desktop support)
• Hornet Security
• Matrix42

Job Type: Non-Exempt, Full Time, 40 Hours per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical setting: Office 4 days per week minimum with 1 optional date remote after initial training and probationary period

Schedule: Monday to Friday; available for emergencies on weekends and after hours during the work week

Ability to commute/relocate: Reliably commute or planning to relocate before starting work to Seattle, WA 98121

Other: Possess a valid TWIC or ability to obtain one within 30 days of starting work; Ability to travel between U.S. and Canada preferred but not required