Help Desk Analyst

American Commercial Barge Line (ACBL) • Jeffersonville, IN

9d • Onsite

About The Position

The Help Desk Analyst serves as the first point of contact for Team Members across the organization, delivering exceptional technical support and resolving technology challenges with speed and professionalism. This role involves troubleshooting hardware, software, and system issues, managing support tickets, and collaborating with IT experts to ensure seamless operations. The company, American Commercial Barge Line (ACBL), is one of the largest and most diversified marine transportation companies in the U.S., with a legacy dating back to 1915. They offer a wide range of career paths and are looking for dedicated individuals to join their team.

Requirements

• High School Diploma/GED
• Proficiency in office productivity software such as Microsoft Office 365
• Skills in hardware and software support techniques with an understanding of desktop and laptop configurations
• Excellent interpersonal and communication skills
• Ability to project a positive, professional image in all dealings with both internal and external customers
• Excellent customer service skills
• Be able to perform the essential functions of the job in a normal office environment or shipyard facility
• Ability to lift 30-40 lbs
• Work an on-call rotation every 4-5 weeks.
• Travel as required (onboard vessels and facilities)

Nice To Haves

• A Bachelor's degree
• 0-3 years of experience in the Information Systems field
• A-Plus certification
• Proficiency in troubleshooting Microsoft operating systems and mobile operating systems

Responsibilities

• Deliver exceptional service as the face of IT Support & initial point of contact for the ACBL’s Service Desk.
• Provides Tier 1 end-user consulting, trouble-shooting, and problem-solving support for personal computer hardware/software supported products and network-related technologies.
• Escalate unresolved issues to Tier II or Tier III support as needed.
• Assist with inventory control, knowledge base articles publications, and the creation and assignment of support tickets.
• Log all support interactions and resolutions in the ticketing system.
• Follow-up with users to ensure issues are resolved satisfactorily.
• Performs all other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED