IT Support Analyst

Asahi Kasei•Phoenix, AZ

15h•Hybrid

About The Position

We are seeking an 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!

Requirements

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
Basic problem solving, analytical and logical approaching skills
Ability to work under stress & urgency
Self-organized mindset
Good communication & empathy towards users
Team spirit and good multicultural interpersonal skills
Self-reliance, adaptability, and availability
Associate's degree or 2+ years of relevant work experience, or an equivalent combination of education and experience
O n-site/off-site IT support
Active Directory experience
Office 365 administration
PC imaging
Experience with ServiceNow or other ticketing systems

Responsibilities

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
Collaborate globally to establish standards and complete projects
Identify and implement improvements in IT-related areas to enhance business efficiency
Prepare site notices, user guides, and training materials following communication standards
Work with IT and company finance to maintain budgets and purchasing processes
Provide support to remote locations as assigned
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)