Field Services Technician
Summary
Provides remote and onsite technical support for hardware, software, and mobile devices at facilities and vessels. Uses ServiceNow, Active Directory, and Azure AD to resolve end-user issues.
Job Title: Field Services Technician
Company: American Commercial Barge Line
Location: Convent, LA
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 Field Services Technician to serve as the first point of contact for Team Members across our organization, provide remote and onsite technical support, resolving complex issues involving hardware, software, mobile devices, connectivity, and end-user technology. The role bridges Help Desk and Infrastructure teams for ticket escalation and problem resolution, with hands-on support at ACBL facilities and onboard vessels as required. resolution.
If you're passionate about technology, customer service, and making a difference every day, we want to hear from you!
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
Essential Duties/Functions:
- Resolve Help Desk incidents and service requests via phone, email, and remote support; maintain incident ownership and communicate status through resolution.
- Install, configure, troubleshoot, and maintain client hardware, software, mobile devices, and related end-user technology.
- Provide onsite support at ACBL facilities and onboard vessels, including equipment deployment, hardware replacement, and end-user assistance.
- Maintain working knowledge of ACBL end-user computing technologies to diagnose, resolve, and escalate incidents appropriately.
- Monitor critical applications and IT infrastructure; identify issues and coordinate escalation with appropriate IT teams.
- Maintain and improve ServiceNow knowledge-base content by documenting resolutions and recurring issues to support consistent troubleshooting and self-service adoption.
- Support department projects, technology deployments, and equipment refreshes.
- Train users on approved hardware, software, and mobile devices.
- Troubleshoot CradlePoint modem connectivity and cellular issues, coordinating with Help Desk and Infrastructure as needed.
- Perform all other duties as assigned.
What we are looking for...
You will need to have:
- Experience with Microsoft Active Directory and Azure Active Directory to administer user and computer accounts.
- Exchange administration experience, including mailbox creation, distribution groups, and mail tracing.
- Working knowledge of Windows 11 and iOS/Android mobile operating systems.
- Experience with a ticketing system such as ServiceNow.
- Strong troubleshooting skills with a broad understanding of hardware, software, networking, and end-user technologies.
- Strong verbal and written communication skills with a customer-service focus, including the ability to explain technical issues to nontechnical users.
- Ability to work independently and collaboratively in a team environment.
- Willingness to work flexible hours, including on-call rotations.
- Ability to lift 30–40 pounds.
- Travel required to onboard vessels and ACBL facilities.
Even better if you have...
- Bachelor’s degree in Computer Engineering, Computer Science, or related field.
- 3-5 years of experience in desktop support, field technician support, application support, telecom, first-level triage, or systems administration
- A+, Network+, and/or Microsoft MCSA certification
- Experience with mobile device management, security, and Microsoft Intune
FLSA Status:
Exempt