IT Support Analyst

The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Material, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.

We are currently seeking applications to fill the following job opening:

Job Description:

We are seeking a Bilingual English/Spanish IT Support Analyst to manage the installation, modification, and repair of hardware and software systems. This role also involves providing technical assistance and training to ensure efficient computer operation, enabling end users to perform their business tasks effectively. This position covers Level 1 and Level 2 support and requires strong customer service skills as you will interact with users at all levels of the organization. You will be responsible for receiving, prioritizing, documenting, and actively resolving incidents and requests reported by users, internal IT colleagues, or system alerts, in addition to local project work.

Our International IT team, part of Asahi Kasei America, supports over 100 companies owned by Asahi Kasei. If you enjoy face-to-face interaction with internal users and thrive in an environment dedicated to providing global IT solutions, we encourage you to apply!

Primary Location: Austin Companies (7867 N 106th Ave., Glendale, AZ 85307).

Additional Locations: You may also support other locations with a small number of users without dedicated IT support. Details will be discussed with your manager, and assignments may vary based on business needs.

Work Schedule: Hybrid work is available after 3 months of on-site training, with a requirement to be on-site at least 2 days per week. You may be required to visit additional days based on the needs of the business.

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

Responsibilities

ServiceDesk

• Prioritize and manage incoming incidents, requests, problems, and tasks, providing realistic timelines to requestors
• Analyze, monitor, and resolve incidents, requests, problems, and tasks
• Escalate issues to appropriate global groups or external vendors/customers as needed
• Document all steps and resolutions in the ServiceNow ticketing system
• Follow up with requestors to confirm resolution
• Adhere to all standard operating procedures and policies
• Create and update documentation for IT procedures, incidents, and requests
• Maintain ongoing communication and follow-up with end users and IT team members on managed tickets
• Perform root cause analysis to prevent future issues
• Install system images on laptops and desktops
• Ensure thorough documentation of assets and tickets
• Coordinate and manage IT projects as assigned by your manager

Global work

• Collaborate globally to establish standards and complete projects

Business liaison

• Identify and implement improvements in IT-related areas to enhance business efficiency
• Prepare site notices, user guides, and training materials following communication standards

Budget

• Work with IT and company finance to maintain budgets and purchasing processes

Remote site support

• Provide support to remote locations as assigned

Travel

• Occasional overnight travel up to 5-10%
• Travel for project work on a volunteer basis
• Participate in in-person IT support meetings with the North American team (up to 2 times per year for 2-4 days)

Qualifications

• Associate's degree or 2+ years of relevant work experience, or an equivalent combination of education and experience
• Bilingual English/Spanish
• Experience with ServiceNow or other ticketing systems is a plus
• Active Directory experience is a plus
• Office 365 administration experience is required
• PC imaging experience is a plus
• Experience with Intune or mobile device management is a plus
• Experience supporting users remotely with mobile devices, PCs, and printers is a plus

Location Information: You will primarily support your main location (80%+ of the time) and occasionally visit other companies in the Phoenix area that may lack dedicated IT support. You will also cover additional locations during the IT support person's PTO. Flexibility to assist where needed as part of a global IT team is essential.