Help Desk Technician

Hornblower San Francisco , CA 94118

Posted 4 months ago

Help Desk Technician

Do you share Hornblower's passion for providing amazing experiences? If you're an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you. As we say at Hornblower, why work when you can cruise?

The Help Desk Technician will primarily be responsible for the monitoring, tracking and resolution of IT-related issues while escalating as necessary to the appropriate resource. This individual will be an active contributor to the Help Desk in a strong customer service focused role, will take ownership of tickets and will be able to see issues through to the end.

Position specific responsibilities:

  • Provide Tier 1 and some Tier 2 IT support for 500+ end users

  • Actively maintain Help Desk ticket queue, ensuring a timely response to issues

  • Responsible for PC/Mac desktop and laptop computer configuration, deployments, and troubleshooting

  • Support enterprise POS systems and peripherals

  • Provide escalation point as necessary for Help Desk staff

  • Maintain and update inventory of hardware and software

  • Expected to work during standard business hours and maintenance/emergency windows outside of normal hours

Desired background:

  • Previous experience in a customer service role

  • Previous & demonstrable ability to troubleshoot technology quickly and efficiently

  • Degree not required but preferred

  • Certifications not required but definitely a plus

Hornblower Cruises & Events has been the leading yacht and public dining cruise company in the United States for more than 32 years. Companies under the Hornblower umbrella include Alcatraz Cruises, Hornblower Classic Cable Cars, Statue Cruises, Niagara Cruises and NYC Ferry, operated by Hornblower.

Hornblower is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law. Additionally, Hornblower participates in the E-Verify program in certain locations.

Hornblower is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability you may call us at 415-635-2285.

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