IT Service Desk Specialist II

Mitsubishi Heavy Industries, Ltd. • Houston, TX

4d • Hybrid

About The Position

As an IT Service Desk Specialist II, you will support service desk activities and customer needs. The role includes creating documentation, configuring user accounts and laptops, providing desktop support and troubleshooting, supporting conference-room equipment, and managing inventory. You will provide first-level support for networking, cloud services, applications, and other IT services as needed.

The position requires up to 15% travel by land and/or air and availability for scheduled after-hours on-call rotation. Nights and weekends may be required to support customer needs and project or implementation schedules. The work environment may be loud and may involve occasional exposure to toxic or caustic chemicals. Customer safety procedures may require personal protective equipment.

Requirements

• Bachelor's degree from a four-year college or university in a technology-related field, such as Computer Science, Management of Information Systems, Software Engineering, or Cyber Security; other STEM degrees will also be considered.
• Minimum of four years of relevant experience, or an equivalent combination of education and experience.
• Novice knowledge of Office 365, including Word, Excel, PowerPoint, SharePoint, Visio, and Project.

Nice To Haves

• Novice knowledge of infrastructure, networking, and cloud (Azure) environments.
• Novice knowledge of Tanium, Endpoint Manager, SAP, CRM (Dynamics), Windchill, SharePoint SPO, MS Project, or other project management software.

Responsibilities

• Provide first-level technical support by diagnosing and resolving issues involving laptops, desktops, applications, peripherals, conference-room equipment, networking, cloud services, and other IT systems.
• Communicate effectively with technical and non-technical team members at all levels of the organization.
• Accurately record, update, and document requests using service desk software.
• Identify and interface with key stakeholders professionally.
• Assist with the software and hardware asset lifecycle from acquisition to disposal.
• Install and configure new or reimaged IT equipment and update or order inventory accordingly.
• Assist and orient new hires in their initial use of IT systems and train team members on IT processes and end-user software.
• Troubleshoot and administer laptops, desktops, applications, printers, copiers, fax machines, telephones, monitors, and other IT equipment as required.
• Support project work as directed by leadership, including performing tasks, updating project schedules with status, and reporting issues.
• Create documentation such as standard operating procedures, how-to guides, and process training materials.
• Contribute to a positive team spirit and ONETEAM culture while embodying the Team Values.
• Protect confidential information from disclosure or use for the benefit of third parties.
• Be available for scheduled after-hours on-call rotation.
• Perform other relevant duties as assigned.

Benefits

• Medical, dental, vision, and behavioral health benefits.
• Competitive 401(k) matching program.
• Company-paid life insurance, short-term disability, and long-term disability coverage.
• Paid vacation, sick time, and 15 paid holidays.
• Learning and development opportunities, including tuition reimbursement.
• Opportunities to support quality, innovative solutions that contribute to a Net Zero future.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level