Technical Support Specialist - Hornblower

Salary Range: $70,000 to $75,000 annually

Hornblower is seeking a Technical Support Specialist for our IT Operations in Newport Beach CA.

About the Role:

We are seeking a proactive and resourceful Technical Support Specialist to join our Field IT Operations team. This hands-on role will be based in Newport Beach, CA, and provide critical technical support to local office staff and vessel teams. You'll ensure system reliability, efficient troubleshooting, and a consistently high level of customer service.

You'll work onsite across vessels and office environments to keep our teams productive and connected, playing a key role in the day-to-day functionality of our growing technology ecosystem.

Essential Duties and Responsibilities:

• Deliver onsite technical support at vessel and office locations in the Newport Beach area
• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and authorized applications (Windows, Microsoft 365, etc.)
• Troubleshoot issues related to hardware, software, network connectivity, and user access
• Respond to help desk tickets promptly via phone, email, or ticketing system, ensuring accurate documentation and timely resolution
• Install, configure, and image devices for new users and system rollouts
• Administer user accounts, passwords, and permissions in Active Directory, Microsoft 365, and related systems
• Support patching, antivirus updates, and compliance with IT security standards
• Assist remote employees using remote support tools; coordinate onsite visits when required
• Participate in hardware deployments, site migrations, and project-based rollouts
• Maintain clear, professional communication in all end-user interactions
• Document internal procedures, knowledge base articles, and troubleshooting steps
• Other duties as assigned

Requirements and Qualifications:

• 4+ years of experience in IT support, help desk, or field technical service roles
• Solid understanding of Windows OS, Microsoft 365, and desktop/laptop hardware
• Familiarity with networking fundamentals (DNS, DHCP, TCP/IP)
• Experience using remote support tools and ticketing systems
• Strong interpersonal, communication, and customer service skills
• Ability to work independently, prioritize tasks, and adapt to changing needs
• Industry certifications (CompTIA A+, Network+, Microsoft 365 Fundamentals) are a plus
• Ability to obtain a TWIC (Transportation Worker Identification Credential)

About Us:

Hornblower's passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. 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 RESPECT Service System embodies Hornblower'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.

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.