Help Desk Analyst 2 (On-Site)

Job Title: Help Desk Analyst 2
Company: American Commercial Barge Line
Location: ACBL HQ - Jeffersonville, IN
Job Type: Full-Time; Salary

We are seeking a detail-oriented and customer-focused Help Desk Analyst to join our IT support team. In this role, you will be the first point of contact for technical assistance, helping users resolve hardware, software, and network issues efficiently and professionally. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a passion for delivering outstanding user support.

When you join ACBL... American Commercial Barge Line (ACBL) is one of the largest and most diversified marine transportation companies in the U.S. Our legacy of providing the nation with the most economical, safest, and greenest mode of transportation dates all the way back to 1915, when we began moving coal on the Kentucky River. We offer a wide range of career paths in both operations and support services. Whether you are interested in working on the river or in an office, we are always searching for the best of the best to join our ACBL team.

What you will be doing... Your IMPACT

Provides remote and onsite assistance to internal and external ACBL Team Members by resolving complex escalated issues. This includes support for a variety of hardware and software. Serves as a service bridge between the Service Desk and Infrastructure Team for ticket escalation and supports the infrastructure team with end-user requests and problem resolution.

Essential Duties/Functions:

• Respond to escalated technical issues from Tier 1 support and provide timely and effective solutions
• Provides professional and courteous support for team members
• Knowledgeable about technologies deployed across the ACBL end-user computer space
• Monitors critical applications and IT infrastructure components
• Install, troubleshoot, and maintain required client software and hardware
• Maintains and improves ServiceNow knowledge management platform
• Assists with department projects
• Trains users on the proper use of hardware & software
• Troubleshoot issues with CradlePoint modems, using cellular technology with multiple carriers.
• Supports the Field Services Team and serves as liaison with the Service Desk to raise awareness of issues and develop solutions.
• Performs all other duties as assigned.

What we are looking for...

You will need to have:

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  Bachelor's degree preferred in Computer Engineering, Computer Science, or related field.

  
  
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  3-5 years of experience in desktop support, field technician support, application support, telecom, first-level triage, or systems administration is preferred.

  
  
• Experience with a ticketing system like ServiceNow is required.

Even better if you have...

• A+, Network+, and/or Microsoft MCSA certification preferred.
• Experience in Microsoft Active Directory and Azure Active Directory to administer user and computer accounts preferred
• Exchange administration experience, mailbox creation, distribution groups and mail tracing
• Experience with mobile device management, security, and Microsoft Intune preferred
• Working knowledge of Windows operating systems and mobile operating systems preferred
• Excellent troubleshooting skills with a strong understanding of hardware, software, and networking
• Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users
• Strong customer service skills with a focus on providing excellent customer experiences
• Ability to work independently and collaboratively in a team environment
• Willingness to work flexible hours, including on-call rotations
• Ability to lift 30-40 lbs
• Travel required (onboard vessels and facilities)

Reasons you will love working at ACBL ...

• Competitive salary and benefits package.
• Opportunity to work on a variety of vessels and equipment.
• Collaborative and supportive team environment.
• Commitment to safety and professional development
• 401(k) retirement plan with employer match.
• Employee Assistance Program.