Service Desk Analyst

Mitsubishi Heavy Industries, Ltd.•Lake Mary, FL

2d•Onsite

About The Position

The Service Desk Analyst provides front-line technical support to technology consumers throughout Mitsubishi Power. The role delivers break-fix support, configures user accounts, provisions workstations, updates inventory and documentation, and performs first-line troubleshooting for network, infrastructure, and application problems. The analyst serves as the customer-facing representative of IT, staying composed in stressful situations and documenting recurring user pain points while recommending process and technology improvements. The position takes ownership of technical issues through resolution, advocates for consumers, and coordinates with technology and business stakeholders. It also supports IT asset lifecycle processes, maintains workstation images and application packages, trains new hires and IT team members, supports technology projects, and creates and maintains IT service documentation. Occasional off-shift support may be required through an on-call rotation, planned project work, or response to critical technology emergencies. The role is based in Lake Mary, Florida, and may require travel up to 10% within the United States.

Requirements

Accredited two-year or four-year degree in Information Systems or a related field, or equivalent experience; the degree is preferred.
At least one year of experience in IT Operations, including internship experience.
Excellent written and verbal communication skills for interacting with technical and non-technical team members at all organizational levels.
Working understanding of IT Service Management tools, such as Freshservice, and ITIL-aligned operating practices.
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 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.
Composed, confident, and courteous conduct in high-stakes interactions.
Outstanding communication and interpersonal skills and ability to collaborate with multiple departments and stakeholders.
Ability to influence without authority.
CompTIA A+, CompTIA Network+, and CompTIA Security+ certifications must be obtained within one year of starting in the role.
Ability to travel up to 10% within the United States.
Regularly able to sit, talk, hear, stand, and walk; occasionally able to 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 support to senior executives.
Own technical issues through resolution, advocating for consumers and coordinating communications with stakeholders throughout the ticket lifecycle.
Apply best-practice solutions to resolve technical malfunctions and restore service promptly.
Assess impact, priority, and urgency, and escalate or engage other technology and business teams when appropriate.
Coordinate resources with peers and superiors to address problems.
Identify patterns and initiate incident response procedures when appropriate.
Communicate professionally with stakeholders.
Manage equipment procurement, provisioning, assignment, and reclamation using software and hardware 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.
Occasionally provide off-shift support through a published on-call rotation, planned project work, or response to critical technology emergencies.
Comply with safety policies, practices, and procedures, and report unsafe activities to the appropriate personnel.
Participate in team efforts to achieve departmental and company goals.
Maintain honesty and integrity and perform other related duties as directed by the IT Leadership team.