Help Desk Analyst

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

Job summary

American Commercial Barge Line (ACBL) is seeking a Help Desk Analyst to serve as the first point of contact for team members, providing exceptional technical support and resolving technology challenges with speed and professionalism.

You will troubleshoot hardware, software, and system issues, manage support tickets, and collaborate with IT experts to keep operations running smoothly. This role demands strong communication and a customer-service mindset.

Qualifications

• High School Diploma or GED required.
• Proficiency in Microsoft Office 365.
• Experience in IT/help desk or customer support preferred.
• Excellent interpersonal and communication skills.

Responsibilities

• Deliver exceptional service as the face of IT Support & initial point of contact for the Service Desk.
• Provide Tier 1 end-user support for hardware/software and network-related technologies.
• Escalate unresolved issues to Tier II/III as needed.
• Assist with ticketing, knowledge base updates, and ticket creation/assignment.
• Log interactions and resolutions in the ticketing system; follow up to ensure issues are resolved.

Skills

Help desk support

Customer service

Communication

Team collaboration

Education

High School Diploma/GED

Tools

Windows OS

Microsoft Office 365

Ticketing system

Job description

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

Ready to launch your IT career with a company that keeps America’s waterways moving? American Commercial Barge Line 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!

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

• 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 we are looking for...

You will need to have:

• 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
• 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)

Even better if you have...

• 0-3 years of experience in the Information Systems field
• 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.