IT Support Tech

American Cruise Lines is hiring an IT Support Tech based in Guilford, CT for onsite daily support. This role supports both shipboard and corporate teams by troubleshooting hardware, software, and network issues, while also contributing to help desk workflows, system monitoring, and maintaining security and compliance.

What you’ll do

• Provide technical support for staff, including general assistance for technology problems.
• Support help desk operations using a Helpdesk ticketing system, including responding to and resolving issues through tickets.
• Administer Windows Active Directory for both on-prem environments and Azure AD, including user and configuration changes.
• Perform Microsoft Exchange user administration.
• Install, update, and troubleshoot software on Windows-based computers.
• Maintain inventory and records related to equipment and support activities.
• Monitor the availability of the IT environment and work with relevant IT Infrastructure groups to resolve issues.
• Maintain company security using security best practices.
• Support PCI compliance.
• Participate in rotational, on-call weekend coverage for emergency support.
• Provide strong customer service with the ability to work effectively with diverse end-users and technical staff.
• Independently resolve technology problems with a detail-oriented approach.

What you bring

• Knowledge of Windows operating systems, including computer and peripheral hardware and software.
• Help desk software methodology knowledge.
• Experience with Windows Desktop and Server operating systems.
• Active Directory skills for Add/Remove/Changes.
• Experience with Mobile OS’s.
• Competence in remediating Anti-virus incidents.
• Ability to explain technical issues and provide step-by-step troubleshooting guidance.
• Ability to stay current with industry trends and improve efficiency in day-to-day work.
• Strong verbal and written communication skills, including guidance both verbally and electronically.
• Ability to work in a complex, mixed team environment.
• Skill in managing multiple tasks, setting priorities, scheduling work, and meeting deadlines.
• VMware and Linux experience are a plus.
• RingCentral is a plus.
• Networking/routing and vLANs experience is a plus.
• PowerShell is a plus.
• SonicWALL is a plus.
• Experience with SAN (Unity/Storage Center/Equalogic) is a plus.

Technologies you’ll work with

• Windows operating systems, Windows Active Directory (on-prem), and Azure AD
• Microsoft Exchange
• Helpdesk ticketing system
• Mobile OS’s and Anti-virus
• VMware, Linux, RingCentral
• vLANs, networking/routing
• PowerShell, SonicWALL
• SAN (Unity, Storage Center, Equalogic) and PCI compliance