FRS Clipper
IT Support Specialist
FRS Clipper, Seattle, Washington, United States, 98101
Company OverviewSince 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 OverviewFRS 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 supportTroubleshoot and resolve incoming helpdesk requests from end users via online tracking systemManage end user computers, phones, peripherals, and audio/video requirementsPerform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applicationsInstall and troubleshoot OS and desktop applicationsManage Active Directory and Exchange user setup and managementMaintain, optimize and monitor VPN and remote access systemsInfrastructure supportMaintain, 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 vesselsMaintain, monitor and manage network security: firewalls, host security, file permissions and system integrityAccess software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutionMaintain, document and manage replacement schedule for system hardware and softwareEvaluate and/or recommend purchases of computers, network hardware, peripheral equipment and softwareIncident responseProvide on-call emergency maintenance activities supporting network operations, including during non-business hoursInvestigate and troubleshoot IT incidentsCommunicate effectively to management and end users during IT incidentsPrepare high-level root cause analysis reportingOther dutiesCoordinate network activities with peer located in Victora, BCWork with third-party vendor for quarterly security scanMaintain accurate computer and server hardware assets via asset tagging and inventory databaseManage and execute the backup and disaster recovery plansManage annual renewal contracts and URL domainsDevelop, 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 preferredRelevant 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 functionHands-on experience with Windows, Java, Oracle, Linux, and MacOSExperience troubleshooting network connectivity and supporting common IT infrastructureSolid application support experienceExperience with cloud platforms (Azure, AWS, etc.) is preferredExperience with Tableau or related business intelligence software is preferredExperience with Atlassian Jira or other bug tracking software is preferredExperience working with overseas development or support teams is preferredPrior 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 communicatorDetail oriented, accurate, organized, and ability to prioritize workloadCommitted to continuous improvement and strong customer serviceExcellent troubleshooting skills and root cause analysis to assist with a myriad system issues and answer questions regarding product set-upAbility to work collaboratively and independently in a fast-paced and dynamic environmentAbility and willingness to work with flexibility under pressure and deadlinesManages confidentiality without exceptionWillingness to work through conflicts with opennessMotivated self-starterStrong problem-solving skillsStrong documentation skillsAbility to carry/lift at least 50 pounds
Technologies you will support include:Active Directory, DNS, DHCPWAN NetworkingLoad 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 11VLANs and switch redundancyCybersecurity including network segmentation and firewallsChrome Boxes, Chromebit, Google EnterpriseNetwork Optimization (trunking, VOIP)Point-of-sale systems (Revel)Exchange Server, Office 365 (back-end and desktop support)Hornet SecurityMatrix42
Job Type:
Non-Exempt, Full Time, 40 Hours per week
Benefits:401(k)401(k) matchingDental insuranceEmployee assistance programFlexible spending accountHealth insuranceLife insurancePaid time offVision insurance
Physical setting:
Office 4 days per week minimum with 1 optional date remote after initial training and probationary periodSchedule:
Monday to Friday; available for emergencies on weekends and after hours during the work weekAbility 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
Position OverviewFRS 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 supportTroubleshoot and resolve incoming helpdesk requests from end users via online tracking systemManage end user computers, phones, peripherals, and audio/video requirementsPerform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applicationsInstall and troubleshoot OS and desktop applicationsManage Active Directory and Exchange user setup and managementMaintain, optimize and monitor VPN and remote access systemsInfrastructure supportMaintain, 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 vesselsMaintain, monitor and manage network security: firewalls, host security, file permissions and system integrityAccess software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutionMaintain, document and manage replacement schedule for system hardware and softwareEvaluate and/or recommend purchases of computers, network hardware, peripheral equipment and softwareIncident responseProvide on-call emergency maintenance activities supporting network operations, including during non-business hoursInvestigate and troubleshoot IT incidentsCommunicate effectively to management and end users during IT incidentsPrepare high-level root cause analysis reportingOther dutiesCoordinate network activities with peer located in Victora, BCWork with third-party vendor for quarterly security scanMaintain accurate computer and server hardware assets via asset tagging and inventory databaseManage and execute the backup and disaster recovery plansManage annual renewal contracts and URL domainsDevelop, 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 preferredRelevant 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 functionHands-on experience with Windows, Java, Oracle, Linux, and MacOSExperience troubleshooting network connectivity and supporting common IT infrastructureSolid application support experienceExperience with cloud platforms (Azure, AWS, etc.) is preferredExperience with Tableau or related business intelligence software is preferredExperience with Atlassian Jira or other bug tracking software is preferredExperience working with overseas development or support teams is preferredPrior 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 communicatorDetail oriented, accurate, organized, and ability to prioritize workloadCommitted to continuous improvement and strong customer serviceExcellent troubleshooting skills and root cause analysis to assist with a myriad system issues and answer questions regarding product set-upAbility to work collaboratively and independently in a fast-paced and dynamic environmentAbility and willingness to work with flexibility under pressure and deadlinesManages confidentiality without exceptionWillingness to work through conflicts with opennessMotivated self-starterStrong problem-solving skillsStrong documentation skillsAbility to carry/lift at least 50 pounds
Technologies you will support include:Active Directory, DNS, DHCPWAN NetworkingLoad 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 11VLANs and switch redundancyCybersecurity including network segmentation and firewallsChrome Boxes, Chromebit, Google EnterpriseNetwork Optimization (trunking, VOIP)Point-of-sale systems (Revel)Exchange Server, Office 365 (back-end and desktop support)Hornet SecurityMatrix42
Job Type:
Non-Exempt, Full Time, 40 Hours per week
Benefits:401(k)401(k) matchingDental insuranceEmployee assistance programFlexible spending accountHealth insuranceLife insurancePaid time offVision insurance
Physical setting:
Office 4 days per week minimum with 1 optional date remote after initial training and probationary periodSchedule:
Monday to Friday; available for emergencies on weekends and after hours during the work weekAbility 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