Fleet IT Support Analyst

WHO WE ARE

Lindblad Expeditions is a true pioneer in Expedition Travel. From taking the first citizen explorers to Antarctica in 1966, opening the Galapagos and Easter Island to tourism in 1967, leading the first tourist expedition through the Northwest Passage in 1984, and launching our innovative partnership with National Geographic in 2004, we're now taking almost 30,000 guests a year to some of the world’s most remote and pristine locations on our fleet of 20 ships, and are committed to ensuring our guests experience the “Exhilaration of Discovery”.

JOB SUMMARY

The Fleet IT Support Specialist provides advanced technical support for onboard vessel systems, including hardware, software, and connectivity. This role is responsible for troubleshooting and resolving issues, supporting deployments, and ensuring reliable, secure IT operations across the fleet.

Working with the Fleet IT Director and Superintendent, the Specialist helps prioritize support and project work, while traveling as needed to deliver hands-on support and maintain operational continuity.

ESSENTIAL DUTIES

Serve as the primary point of contact for fleet SATCOM systems, including Starlink, OneWeb, VSAT, and cellular connectivity

Provide remote and onsite technical support on issues or requests for our vessel-based systems, including computer equipment, business applications, hardware, software, and networks

Manage and resolve support requests using Jira, ensuring adherence to SLAs and proper ticket prioritization

Analyze recurring technical issues, identify root causes, and recommend long-term solutions and process improvements

Install, configure, maintain, and repair onboard computer hardware and software systems

Develop and maintain user training materials and documentation for deployed technologies

Ensure all fleet devices meet company security standards, including patching, encryption, and endpoint protection

Maintain and regularly update internal procedures and technical documentation

Track and manage inventory of IT equipment, software, and licenses across the fleet

Support procurement, provisioning, and deployment of IT equipment to vessels

Assist with audits and ensure compliance with internal policies and regulatory requirements

Work with stakeholders

Implement and maintain endpoint security controls, including access management and device hardening

Assist with supporting of onboard AV and Broadcast systems

Coordinate with Logistics to ensure timely and accurate delivery of IT equipment to vessels

Maintain standardized device configurations and system images to ensure consistency across the fleet

Travel to vessels as needed to provide hands-on technical support

Participate in an on-call rotation to support off-hours and weekend operational needs

Collaborate with external vendors to coordinate support, maintenance, and service delivery

Contribute to special projects and initiatives aligned with Fleet IT and broader business needs

MINIMUM QUALIFICATIONS

Bachelor’s Degree in Computer Science/Management Information Systems/Computer Information Systems

Comptia Network+, CCNA or equivalent certification

3–5 years of experience in an IT support or technology operations role, preferably in a distributed or remote environment

Strong technical proficiency across enterprise systems, including endpoint hardware, operating systems, networking fundamentals, IT security, and remote support tools

Solid understanding of computer systems, mobile devices, and modern workplace technologies

Demonstrated ability to diagnose, troubleshoot, and resolve complex technical issues efficiently and independently

Excellent verbal and written communication skills in English, with the ability to clearly convey technical concepts to non-technical users

Strong customer service orientation with the ability to remain calm, professional, and effective under pressure

High level of discretion and ability to handle sensitive and confidential information appropriately

Strong analytical and problem-solving skills with attention to detail

Ability and willingness to travel internationally as needed; valid passport required

Ability to travel internationally & domestically

TECHNICAL SKILLS & PROFICIENCY

Proficiency in Windows and macOS operating systems, with a solid understanding of endpoint support and administration

Experience supporting iCafe systems for Guest Internet Access

Working knowledge of networking concepts, including WAN, LAN, and VPN technologies

Experience with Active Directory, including user account management and access control

Proficiency with Microsoft Office Suite and general enterprise productivity tools

Familiarity with endpoint security practices, including antivirus tools and associated policies

Experience providing remote technical support using standard remote access tools

Exposure to enterprise phone systems, with experience in Mitel environments preferred

Experience supporting business applications in a production environment

Experience and familiarity with supporting AV systems