Help Desk Analyst

Safe Harbor Marinas, LLC (SHM) is the largest owner and operator of marinas in the world. As a fast-growing company, SHM cultivates a team dynamic of passionate individuals led by the sharpest minds in the industry in order to serve the vibrant boating community that encompasses the SHM network. SHM Teammates are committed to thinking critically, providing outstanding service and building relationships with all whom we serve. SHM offers professional education and training opportunities and the chance to work with – and learn from – highly experienced professionals in the Marine industry. In addition, SHM offers eligible employees benefits such as:

• Full Benefits Package Including 401(k) Plan
• Orthodontic Coverage
• Paid Time Off
• Paid Holidays
• Paid Parental Leave
• Fertility Assistance
• Relocation Opportunities
• Paid Uniforms
• Boating Discounts

The Help Desk Analyst is the face of support for Safe Harbor Marinas. The Help Desk analyst will perform the initial triage for support cases for the complete organization or assign the case to someone that can help. They will be responsible for quickly reviewing incoming cases, analyze the problem and either solve the issue or assign it to someone that will. The Help Desk Analyst reports to the Director if Applications and Systems Support.

Essential Duties and Responsibilities

• Quickly review incoming cases and resolves issues based on established procedures
• If unable to address the issue, identify group responsible and assign or escalate case
• Complete all necessary case fields
• Periodically follow up on application escalated cases
• Continuously search for opportunities to create solutions that can be automated or documented
• Document resolutions and update existing documentation with relevant information
• Support the creation of user guides and support solutions
• May require peer training
• Other duties as assigned by Manager

Safety and Environmental Responsibilities

• Follow SHM Safety and Environmental rules and complete required related training.
• Wear proper personal protective equipment as required for the task or work area.
• Report all accidents, injuries, spills and near misses immediately.

Technical and Physical Requirements

• Minimum of two to three (2-3) years of related help desk experience
• Associate or Bachelor in Computer Science, Information System is a plus
• Ability to sit or stand for long periods of time
• Ability to lift 10 pounds
• Any skills considered standard that a Help Desk Analyst should possess

Soft Skills Qualifications

• Eagerness to engage in a growing, fast paced, and industry-leading company
• Consistently treats others with dignity and respect
• Genuinely serves others with humility and a positive attitude
• Frequently demonstrates a bias toward action
• Always communicates effectively and courteously to establish strong networks internally and externally to ensure that decisions are thoughtful of all stakeholders
• Follows policies and procedures while seeking out new and better ways of accomplishing duties
• Shows resolve and overcomes difficulties in a positive and productive manner
• Provides responsive service to our teammates and members
• Continuously puts forth the extra effort to accomplish duties
• Develop sound conclusions and makes decisions based on analysis of data and understanding of the business
• Works to build high performing teams while taking an interest in teammates’ professional development
• Organize, plan and manage teammates and processes efficiently
• Unfailing commitment to continuous learning and growth
• Acts with integrity and is open to feedback from all teammates
• Willingly coaches teammates through change and leads all situations with positivity

The Company

Safe Harbor Marinas provides equal employment opportunities (EEO) to all employees and applications for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Safe Harbor complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Additional disclosures available at https://shmarinas.com/hr-disclosures/.