IT Support Analyst
Asahi Kasei America, Inc. is seeking an IT Support Analyst to provide technical support and training for hardware and software systems. The role involves solving incidents reported by users, tracking requests in the ITSM system, and participating in global IT projects.
Responsibilities
- Mainly support users, during available time providing support globally
- Support remote locations as assigned
- Prioritize incoming incidents, requests, and tasks to give realistic and reliable dates to requestor
- Analyze, monitor, and resolve those incidents, requests, and tasks
- Escalate when required to appropriate global group or external vendor/customer
- Track all steps through to final resolution in the ITSM system for traceability
- Document resolution in knowledge base when relevant
- Follow up and confirm provided resolution with requestor
- In case of on-site support is needed, business trip to other sites
- Accomplish most tasks independently and be able to follow standard procedures
- Co-work with other support members located globally
- Work globally in teams to provide/establish global standards
- Participate local/global IT project tasks with global IT team
- Participate to resolutions and find ways to prevent future issues (root cause analysis)
- Onboarding and training of new IT Support staff
- Continuously looking for improvement in IT-related areas to increase business efficiency
- Draft site notices, user guides and trainings to inform users about IT topics
- Act as IT representative on local site by frequent communicating to individuals
- Drafting purchase order and getting quotation from Vendor about IT assets based on user request
- Make sure location, figures and proper management
- Provide local site IT budget forecast proposal (capital and expense) including monitoring and documentation
Skills
- Working knowledge of supporting Microsoft office (Outlook, Excel, Word, Skype Teams and SharePoint)
- Intune or mobile device management systems
- Service Now or other ticketing system experience required
- PC imaging experience is a required
- Basic problem solving, analytical and logical approaching skills
- A team player with excellent oral and written communication skill
- Customer service oriented and reliable
- Pro-active, self-starting, making it happen, independent, flexible, multi-tasks, curious for issues
- Business level English
- Domestic travel up to 10%
- Associate degree in IT or related field
- More than 1 year of on-site/off-site IT support experience
- Any Microsoft or ITIL certification is a plus
- Project management experience is a plus
- Active Directory experience is a plus
- Office 365 administration experience is a plus
- Fluency in Spanish is a plus
Benefits
- Competitive compensation with bonuses
- Great health benefits
- Paid time off
- Paid company holidays
- Strong company match to 401(k) contributions
- Tuition reimbursement program
- Paid parental leave
Company Overview