Bilingual (English/Spanish) IT Support Analyst

Asahi Kasei•Jean, NV

About The Position

Asahi Kasei America, Inc. is seeking a Bilingual IT Support Analyst to install, modify, and repair hardware and software systems and provide technical support and training so end users can perform their business tasks effectively. The analyst regularly supports and communicates with a workforce in both English and Spanish, resolving incidents reported by users, IT colleagues, or system alerts, and completing local and global project work. Incidents and requests are tracked in an ITSM system. This is a customer-focused role supporting a hands-on operational workforce. The analyst builds relationships across the organization, understands user needs, provides reliable service, and helps strengthen confidence in IT support. The position is split between Asahi Kasei America’s Las Vegas, Nevada, and Jean, Nevada, locations, with regular travel between the sites. Reliable transportation and comfort commuting between locations are required.

Requirements

Business-level fluency in both English and Spanish.
At least three years of customer service experience in a fast-paced environment.
Basic problem-solving, analytical, and logical reasoning skills.
Excellent oral and written communication skills.
Customer-service orientation and reliability.
Ability to be proactive, self-starting, independent, flexible, and able to multitask.

Nice To Haves

An associate degree in information technology or a related field, or an IT certification.
At least six months of experience in an on-site or remote IT support role.
Working knowledge of Microsoft Office applications, including Outlook, Excel, Word, Skype Teams, and SharePoint.
Experience with Intune or other mobile device management systems.
Experience with ServiceNow or another ticketing system.
Experience supporting employees in construction, industrial, manufacturing, or skilled-trade environments.

Responsibilities

Support users through the Service Desk and, when time allows, provide support globally.
Support remote locations as assigned.
Prioritize incoming incidents, requests, and tasks, and provide requestors with realistic and reliable completion dates.
Analyze, monitor, and resolve incidents, requests, and tasks; escalate issues to the appropriate global group or external vendor/customer when necessary.
Track all steps through final resolution in the ITSM system and document resolutions in the knowledge base when relevant.
Follow up with requestors to confirm resolutions.
Travel to other sites for on-site support when needed.
Work independently on most tasks while following standard procedures.
Collaborate with support members located globally and participate in global teams to provide and establish standards.
Participate in local and global IT project tasks with the global IT team.
Contribute to issue resolution and prevent recurrence through root cause analysis.
Onboard and train new IT Support staff.
Identify improvements in IT-related areas to increase business efficiency.
Draft site notices, user guides, and training materials to inform users about IT topics.
Represent IT at the local site and communicate frequently with individuals.
Draft purchase orders and obtain vendor quotations for IT assets based on user requests.
Maintain accurate IT asset records, including locations and quantities, and ensure assets are properly managed.
Propose local site IT budget forecasts for capital and expense items, including monitoring and documentation.