Field IT Technician

Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group's portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group's premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group's Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. Hornblower Group's subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group's global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group's additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.

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

The RESPECT Service System embodies our 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.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and 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 status, 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. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.