Help Desk Analyst

ACBL Transportation Services LLC; Louisville (KY); On-site; USD 45,000 - 60,000; Full time

Job summary

American Commercial Barge Line (ACBL) is seeking a Help Desk Analyst at its HQ in Jeffersonville, IN. This full-time role provides first-line IT support to Team Members, addressing hardware, software, and network issues while logging and tracking tickets to resolution.

You will escalate complex problems to Tier II/III as needed and contribute to knowledge-base articles. Strong customer service and communication are essential.

Qualifications

• High School Diploma or GED.
• Proficiency with Microsoft Office 365.
• Experience in hardware/software support and desktop/laptop configurations.
• Excellent interpersonal and communication skills.
• Ability to present a professional image and deliver strong customer service.
• Willingness to travel and work on an on-site shipyard/office environment.

Responsibilities

• Serve as the face of IT support and first contact for users.
• Provide Tier 1 troubleshooting for hardware, software, and network issues.
• Log and track incidents, and escalate when needed.
• Assist with knowledge-base articles and ticket workflow.
• Follow up to ensure issues are resolved and documented.

Skills

Customer service

Communication skills

End-user support

Ticketing system

Problem solving

Education

High School Diploma or GED

Bachelor's degree

Tools

Microsoft Office 365

Job description

Help Desk Analyst

American Commercial Barge Line (ACBL) – ACBL HQ, Jeffersonville, IN – Full‑Time Salary.

Ready to launch your IT career with a company that keeps America's waterways moving? ACBL is seeking a Help Desk Analyst to serve as the first point of contact for Team Members across our organization, delivering exceptional technical support and resolving technology challenges with speed and professionalism. In this high‑impact role, you'll troubleshoot hardware, software, and system issues, manage support tickets, and collaborate with IT experts to keep our operations running seamlessly. If you're passionate about technology, customer service, and making a difference every day, we want to hear from you!

About 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 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.

Essential Duties/Functions

• Deliver exceptional service as the face of IT Support and initial point of contact for the ACBL's Service Desk.
• Provide Tier 1 end‑user consulting, troubleshooting, and problem‑solving support for personal computer hardware, software, and network‑related technologies.
• Escalate unresolved issues to Tier II or Tier III support as needed.
• Assist with inventory control, knowledge‑base article 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.
• Perform all other duties as assigned.

Qualifications

• High School Diploma or 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.
• Ability 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).

Preferred Qualifications

• 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.

Exempt.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.