IT Support Specialist

Job Summary 

 The IT Support Specialist provides frontline technical support for UnCruise Adventures’ office staff and shipboard crew. This role supports a wide range of hardware, user devices, and enterprise software tools in both office and remote environments. In addition to resolving daily IT issues, the specialist assists with system setup, inventory tracking, and small project coordination. This position works to ensure systems run smoothly and users receive timely, professional support. Success in this role requires strong follow-through, clear communication, and ownership of assigned responsibilities. We’re looking for someone who doesn’t just fix issues but proactively communicates updates, meets deadlines, and keeps stakeholders informed.

This is a full-time year-round exempt position with benefits. It is based at the company headquarters in Seattle, WA.

 Essential Duties 

• Manage and triage the internal IT support ticketing system, ensuring timely resolution of requests and communicating progress regularly
• Provide first-level support for desktop, laptop, and mobile devices used by office staff and remote crew
• Assist with setup, configuration, and installation of new hardware and software across the organization
• Troubleshoot user access, printer issues, network connectivity, and operating system errors
• Maintain inventory of all IT assets and assist with hardware procurement and reconciliation
• Support the setup and maintenance of shipboard networks and onboard systems as needed
• Provide user support for business-critical applications such as Salesforce, Microsoft 365, Business Central.
• Participate in on-call rotation and provide after-hours support when needed
• Document common issues and resolution steps; contribute to an internal knowledge base
• Coordinate with external vendors and internal stakeholders for IT-related projects and support
• Support IT-led projects and system rollouts in a hands-on capacity
• Assist with technical installation and maintenance of office and vessel hardware
• Communicate proactively with your manager and stakeholders—especially when timelines shift or blockers arise

Qualifications

• Associate degree in IT or related field preferred; equivalent work experience accepted
• 2+ years of help desk or IT support experience, including remote user support
• Proficient in diagnosing and resolving issues with Windows-based desktops, laptops, and printers
• Hands-on experience with Microsoft Intune, Entra, Microsoft 365, and networked environments
• Familiarity with Salesforce, Business Central, Snipe-IT, ConnectWise, and Jira preferred
• Experience supporting and maintaining small- to mid-sized office and vessel networks; familiarity with Unifi ecosystem a plus
• Demonstrated ability to manage deadlines and keep others informed of progress or delays
• Strong written and verbal communication skills—especially in updating team members and leadership
• Excellent organizational and multitasking skills; ability to manage multiple support requests in a fast-paced environment
• Strong communication and customer service skills with a proactive, team-oriented approach
• Network+ certification or equivalent experience with networked systems is preferred
• Ability to work occasional weekends or travel to vessel sites as needed
• Self-directed and accountable—takes responsibility for deliverables and communicates when help is needed
• Proven ability to create, document, evaluate, and modify processes as necessary.
• Positive, collaborative mindset with a customer service orientation
• Motivated to seek opportunities to learn, share, and educate others.

Physical Demands / Work Environment

• Typical office environment. Position may require bending, climbing, reaching, repetitive motion, and lifting.
• Occasional work on board vessels locally or potentially in remote locations. May require climbing a gangway or ladder and navigating a vessel under construction.
• Reliability, punctuality, and consistent follow-through are essential to success in this role

Work Schedule

The workday core hours are 8:00 AM to 5:00 PM, however this position may require a flexible schedule with varying hours to include occasional weekends. Prior authorization for overtime work required for hours beyond 40 in a single work week.

Pay and Employee Benefits

• Pay - $70-80K annually
• Cruise Benefit – Explore the world as our guests do: employees receive one complimentary cruise for two people every year, after each year of employment.
• Health and Wellness –Comprehensive medical, dental, vision, short-term and long-term disability, life insurance and flexible spending account options.
• 401k –Employees are eligible after 1 year of employment.
• Time off – Enjoy ten company-paid holidays annually. Earn paid vacation and sick time throughout the year, and qualify for more vacation days as you gain tenure.
• Give Back to the Community – Make a difference by volunteering for non-profit and community organizations that you choose using two company-paid VTO (volunteer time off) days each year.
• Eco-Commute– When you commute to work without the use of a single-occupancy motorized vehicle you will receive a daily stipend. You can carpool, walk, bike, take the bus, or kayak.  
• Free Parking – Employees park for free at our Seattle office on days they commute by car.