Service Desk Analyst

Mitsubishi Heavy Industries, Ltd.•Orlando, FL

2d•Onsite

About The Position

The Service Desk Analyst provides front-line technical expertise and break-fix support to technology consumers across Mitsubishi Power. The role configures user accounts, provisions workstations, updates inventory, maintains documentation, and performs first-line troubleshooting for network, infrastructure, and application issues. It serves as the Voice of the Customer within IT by recording recurring pain points and recommending process and technology improvements. The analyst is expected to remain composed in stressful situations, respond effectively to unfamiliar technical faults, and support reliable delivery of technology services throughout the organization. The position also includes white-glove support for senior executives, ownership of technical issues through resolution, equipment lifecycle management, workstation image and application deployment, user and team-member training, documentation maintenance, and support for technology projects. Occasional off-shift support may be required through a published on-call rotation, planned project work, or response to critical technology emergencies. The role is based in Orlando, Florida, and may require travel up to 10% within the United States.

Requirements

At least one year of experience in IT Operations, including internship experience.
Accredited two-year or four-year degree in Information Systems or a related field, or equivalent experience; the degree is preferred.
Excellent written and verbal communication skills, including the ability to communicate with technical and non-technical team members at all organizational levels.
Expert knowledge of Microsoft Windows desktop operating systems, including Windows 10 and Windows 11, in an enterprise environment.
Expert knowledge of Microsoft 365 applications, including Word, Excel, PowerPoint, Visio, and Project.
Working understanding of IT Service Management tools such as Freshservice and ITIL-aligned operating practices.
Working knowledge of iOS and iPadOS.
Working knowledge of Tanium, Autopilot, or functionally equivalent imaging software.
Working knowledge of Active Directory and Group Policies in a hybrid environment.
Working knowledge of Microsoft Entra, Intune, and Purview.
Working knowledge of Microsoft Exchange in a hybrid environment.
Working knowledge of Agile concepts.
Basic technical knowledge of cloud services, networking, storage, and virtualization technologies.
Basic knowledge of ERP platforms such as SAP, Dynamics 365, or equivalent systems.
Basic knowledge of CRM platforms such as Salesforce, Dynamics CRM, or equivalent systems.
Basic knowledge of macOS.
Basic knowledge of telephony platforms such as Teams Voice, Cisco Call Manager, RingCentral, or equivalent platforms.
Ability to troubleshoot complex, interconnected faults effectively.
Composed, confident, and courteous conduct in high-stakes interactions.
Outstanding communication and interpersonal skills, with the ability to collaborate with multiple departments and stakeholders.
Ability to influence without authority.
CompTIA A+, CompTIA Network+, and CompTIA Security+ certifications required within one year of starting in the role.
Ability to travel up to 10% within the United States.
Ability to regularly sit, talk, hear, stand, and walk, and occasionally lift and/or move up to 40 pounds.

Nice To Haves

Prior experience in power generation and/or a manufacturing environment.
ITIL Foundations certification.
Azure Fundamentals certification.
Basic knowledge of engineering and project management software such as Windchill.

Responsibilities

Record, update, and document incidents and service requests in the IT Service Management toolkit.
Provide white-glove technical support for senior executives.
Own technical issues through resolution, advocate for consumers, and coordinate communications with stakeholders throughout the ticket lifecycle.
Apply best-practice solutions to resolve malfunctions and restore service promptly.
Evaluate impact, priority, and urgency, escalating issues and engaging other teams as appropriate.
Collaborate with peers and superiors to coordinate resources around problems.
Identify patterns and invoke incident-response procedures when appropriate.
Communicate professionally with stakeholders.
Manage equipment procurement, provisioning, assignment, and reclamation using asset lifecycle procedures.
Maintain and deploy standard workstation base images and application packages.
Orient new hires to IT systems and procedures and train new IT team members.
Troubleshoot and administer workstations, applications, printers, copiers, fax machines, telephones, monitors, and other IT equipment.
Support technology projects by executing tasks and providing status updates.
Create, update, and maintain IT Service Center of Excellence documentation, including SOPs, user guides, and work instructions.
Protect confidential information.
Provide occasional off-shift support on a published on-call rotation, for planned project work, or for critical technology emergencies.
Comply with safety policies and procedures and report unsafe activities to appropriate personnel.
Participate in team efforts to achieve departmental and company goals, communicate effectively at all levels, and maintain honesty and integrity.
Perform other related duties as directed by the IT Leadership team.