Help Desk Analyst

WHO WE ARE

Lindblad Expeditions is a true pioneer in Expedition Travel. From taking the first citizen explorers to Antarctica in 1966, opening the Galapagos and Easter Island to tourism in 1967, leading the first tourist expedition through the Northwest Passage in 1984, and launching our innovative partnership with National Geographic in 2004, we're now taking almost 30,000 guests a year to some of the world’s most remote and pristine locations on our fleet of 20 ships, and are committed to ensuring our guests experience the “Exhilaration of Discovery”.

JOB SUMMARY

As important IT team members, our Help Desk Analysts are responsible for providing technical assistance and support related to computer systems, hardware, or software.

The ideal candidate will use their knowledge and experience troubleshooting hardware and software issues, diagnosing problems, and implementing solutions efficiently. In this role, the successful candidate will maintain a positive and customer-focused approach while working both independently and as part of a highly collaborative team. They will perform onboarding/off-boarding, and work with our ITSM ticketing systems to deliver organized and timely solutions.

Role Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Install, modify, and repair computer hardware and software.
• Respond to queries either in person or over the phone.
• Write training manuals.
• Train computer users.
• Document internal procedures.
• Maintain daily performance of computer systems.
• Resolve technical problems with Local Area Networks (LAN).
• Install computer peripherals for end users as needed.
• Maintain inventory of all equipment, software and software licenses.
• Assist with onboarding of new users.
• Assist with day-to-day purchasing of IT equipment and office printer supplies.
• Work on special projects assigned by the Help Desk Manager.
• Travel to remote sites for support if needed.
• Adhere to company policies in performance of daily activities.

QUALIFICATIONS (Education + Experience)

• Strong working knowledge of Office software products, databases, networking, and remote-control software
• Sound understanding of computer systems, mobile devices and other tech products
• Experience with the JIRA ticketing system preferred
• Ability to diagnose and resolve basic technical issues
• Proficiency in both written and spoken English
• Excellent communication skills (both written and verbal) and the ability to explain technical concepts clearly to all end users
• Customer-oriented and cool-tempered
• Strong sense of discretion & confidentiality required
• A+ Certification preferred
• NOTE: This is a hybrid role, based out of our New York offices (2-3 days a week in office required)

OUR BENEFITS

• Travel benefits for employees and their family 

• Voyage of Discovery trips for employees to travel as guests

• Health insurance including Medical, Dental, Vision

• 401(k) plan with employer match

• Long-Term Disability, Life & AD&D Insurance

• Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care

• Pre-Tax Commuter Benefit

• 7-8 Paid Holidays

• 2-3 Floating Holiday Options (pro-rated per start date)

• Up to 15 days of vacation (pro-rated per anniversary year)

• Parental Leave

• Sick/personal days per city & state ordinance

• Pet Insurance discount

COMMUNICATION SKILLS

Using the English language, this person must have the ability to read, write, and comprehend policies, legal guidelines, correspondence, and memos. Must also possess the ability to effectively communicate--both in writing and orally--with a professional demeanor.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee will also be required to write and type. The employee is occasionally required to stand, walk, and reach with hands and arms.

COMPENSATION STATEMENT

Lindblad Expeditions determines the pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living.

For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. An employee/candidate with a stronger skill set will receive higher pay.

EQUAL OPPORTUNITY EMPLOYER STATEMENT

At Lindblad Expeditions, we simply could not do our work without the diverse kaleidoscope of humanity that creates and delivers our remarkable offerings across the planet. As a Company that respects and celebrates the inherent diversity in the places we explore, we recognize the need to mirror that same diversity and all the interconnected perspectives within our organization. We are committed to building a community of different genders, races, ages, sexual orientations, chosen identities, and countries of origin where every person brings their whole self to work and whose skills, talents, and abilities are valued. We believe we can explore further and in a more meaningful way by actively creating a more diverse and inclusive organization where everyone feels they belong.

Lindblad Expeditions is an equal opportunity employer. Individuals seeking employment at Lindblad Expeditions are considered without regard to race, sex, color, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status, or veteran status.