Help Desk Technician - Corporate at Hornblower Group, Inc in San Francisco, California

Posted in Information Technology 17 days ago.

Type: Full-Time

Job Description:

Position Summary

Hornblower’s mission is to create amazing experiences.  Our brand heritage dates back nearly 100 years and today our footprint spans 111 countries and more than 125 U.S. cities.  We are proud to serve more than 30 million guests annually across our portfolio of water-based experiences, land-based experiences, overnight cruise experiences, and ferry and transportation services. 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.

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.

The right person will be adaptable, dynamic, and embody Hornblower’s RESPECT Service System.

Essential Duties & Responsibilities

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

  •  Actively maintain Help Desk ticket queue, ensuring a timely response to issues, as well as fielding phone calls and walk-up support

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

  •  Support enterprise POS systems and peripherals

  •  Support for some networking and cabling

  •  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

  •  Advise Supervisor or Human Resources any changes of name, address or work status as it affects your compensation, benefits or employment

  •  Know and understand internal policies and external regulatory requirements that relate to your position and department

  •  Additional job duties assigned


Requirements & Qualifications

  •  Previous experience in a help desk role, 2 years or more preferred

  •  Previous & demonstrable ability to troubleshoot technology quickly and efficiently

  •  Degree not required but preferred


The RESPECT Service System embodies Hornblower Group’s mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

Hornblower is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additional, Hornblower participates in the E-Verify program in certain locations.

Pursuant to applicable State and local laws, including but not limited to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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