Field IT Technician
Job description
Position
Summary
Hornblower Group is seeking a highly motivated and self-sufficient IT Field Service Technician to provide hands-on technical support across our maritime and shoreside operations. This role is responsible for installing, maintaining, troubleshooting, and repairing IT equipment while delivering exceptional customer service in a dynamic, fast-paced environment. The ideal candidate is a proactive problem solver who can work independently with minimal supervision, effectively prioritize competing requests, and adapt quickly to changing operational needs. This position requires strong technical expertise, sound judgment, and the ability to support business-critical systems while maintaining a positive customer experience. This is an in-office role in Chicago IL.
Duties and
Responsibilities
Provide onsite and remote support for desktops, laptops, mobile devices, printers, networking equipment, point-of-sale systems, CCTV, navigation systems, peripheral devices, etc..
Diagnose and resolve hardware, software, operating system, and network connectivity issues with minimal escalation.
Independently manage service tickets, accurately documenting work performed and ensuring timely resolution within established service levels.
Prioritize multiple support requests based on business impact, operational urgency, and customer needs.
Perform workstation deployments, equipment replacements, software installations, upgrades, and lifecycle management.
Support users across multiple locations, including vessels, terminals, offices, and remote sites.
Collaborate with Infrastructure, Network, Security, and Application teams when advanced troubleshooting or project support is required.
Maintain accurate inventory of IT assets and ensure equipment is properly tracked and documented.
Assist with technology projects, office moves, vessel deployments, and seasonal operational initiatives.
Follow IT security policies, change management procedures, and operational standards.
Identify recurring technical issues and recommend process improvements to increase efficiency and reduce downtime.
Maintain professionalism while supporting employees at all organizational levels.
Requirements &
Qualifications
Troubleshooting skills across Windows operating systems, Microsoft 365, Active Directory, Azure AD/Entra ID, networking, and hardware support.
Experience supporting printers, mobile devices, conference room technology, and endpoint management tools.
Working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic network troubleshooting.
Experience with IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or similar ticketing systems.
Willingness to travel between company locations as needed.
Ability to obtain a TSA Transportation Workers Identification Credential (TWIC)
At least 1 years’ experience supporting hospitality, transportation, maritime, or distributed enterprise environments preferred.
Ability to lift and move IT equipment up to 50 pounds.
Ability to work in office, terminal, and vessel environments, including climbing stairs and walking between locations.
Seasonal after-hours, weekend, or emergency support may be required based on operational needs.
#HBGCorp
Skills mentioned
At the heart of what we do is a culture of unforgettable experiences and exceptional service. Hornblower Group stands as the global leader in world-class experiences and transportation, with a heritage that stretches back nearly 100 years to 1926. Our journey began with Boston Harbor Cruises, and today, we span a significant footprint across 10 countries and over 50 U.S. cities. Each year, we proudly serve over 20 million guests through a diverse array of offerings including water-based experiences, land-based activities, and integrated ferry and transportation services. Innovation is deeply ingrained in our DNA. We have pioneered numerous advancements in marine hospitality, including the introduction of the first hybrid ferry in the United States, which reduces fuel consumption dramatically. Our commitment to sustainability is exemplified by our launch of the first all-electric passenger and vehicle ferry. We believe in not just providing transport but in creating memorable journeys—transforming everyday trips into meaningful experiences that resonate with our guests long after they disembark.
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