IT Support Tech

IT Support Tech

American Cruise Lines, the largest cruise line in the United States, is looking to add an IT Support Tech to our team in our Guilford, CT office. Our IT team supports our shipboard staff and corporate offices located in CT and Utah. The IT Support Tech will provide daily technical support to shipboard and corporate staff by troubleshooting hardware, software, and network issues. This role includes setting up and maintaining equipment, responding to help desk requests, and assisting with system updates to ensure reliable operations across all locations.

At American Cruise Lines, we are driven by our values—Optimism, Commitment, Patriotism, and Merit. These values shape our culture, our service, and our people, guiding us as we work together to Share America’s Story on the Finest American Ships.

Responsibilities

• Provide technical support for staff.
• Administration of Windows Active Directory on prem and Azure AD.
• Microsoft Exchange user administration.
• Installation, updates and troubleshooting of software on Windows-based computers.
• General technical support.
• Inventory and records maintenance.
• Technical support via Helpdesk ticketing system.
• Strong customer service orientation and ability to interact well with diverse end-users and technical staff are required.
• Individual must be detail-oriented and be able to independently resolve technology problems for staff.
• Monitoring the availability of the IT environment.
• Work with groups within IT Infrastructure resolving problems.
• Maintain company security utilizing security best practices.
• Maintain PCI compliance.
• Help provide “rotational, on-call” support for emergencies on the weekends.

Qualifications:

• Knowledge of Windows operating systems, computer and peripheral hardware and software.
• Knowledge in help desk software methodology.
• Experience with Windows Desktop and Server operating systems.
• Active Directory: Add/Remove/Changes.
• Experience with Mobile OS’s.
• Competent in remediation of Anti-virus incidents.
• Expertise in explaining technical issues and give instructions to troubleshoot system related issues.
• Updated with current industry trends and efficiency in working with them.
• Should possess good verbal as well as written communication skills, and should be able to provide guidance both verbally and electronically.
• Ability to work in a complex and mixed team environment.
• Ability to handle multiple tasks, set priorities, schedule, and meet deadlines.
• VMware and Linux a plus.
• RingCentral a plus.
• Networking/routing/vLANs a plus.
• PowerShell a plus.
• SonicWALL a plus.
• SAN (Unity/Storage Center/Equalogic).

Why Join American Cruise Lines?
At American Cruise Lines, our people are the driving force behind our success. As the nation’s leader in U.S. river cruising, we’re experiencing rapid growth — and we're investing in top talent to grow with us. When you join our team, you’ll find a dynamic work environment that values innovation, collaboration, and excellence, with real opportunities to build your career and make an impact.

Applicant Acknowledgment
By proceeding to apply for the above position, I acknowledge that I have read and understand the description of the job position for which I am applying, I agree that it accurately reflects the essential functions of the position, and I represent that I can complete the essential functions of the position.

Equal Opportunity Employer
American Cruise Lines is committed to providing equal employment opportunities for all employees and applicants. ‎American Cruise Lines bases all employment decisions on business needs, job requirements, and individual ‎qualifications without regard to protected characteristics, including, but not limited to, race, color, religion, sex (including pregnancy), national origin and citizenship, age (40 and over), disability (including perceived disability), generic information, military service, or any other protected characteristic under applicable federal, state, or local law. ‎This policy applies to all aspects of employment and employment decisions, including, but not limited to, ‎hiring, selection, job assignment, training, compensation, promotion, discipline, termination, and access ‎to benefits.‎

*This job description is not intended to be a comprehensive list of the duties and responsibilities of the position and such duties and responsibilities may change without notice.