Sr. IT Support Analyst

Asahi Kasei•Chandler, AZ

5d•Hybrid

About The Position

We are seeking a Sr. IT Support Analyst to install, modify, and repair hardware and software systems while providing technical support and training to ensure smooth computer operations that enable end users to perform their business tasks effectively. You will resolve incidents reported by users, internal IT colleagues, or system alerts, as well as participating in both local and global projects. All incidents and service requests must be properly logged and managed within the ITSM system. Additionally, you will serve as a mentor to junior staff and act as a liaison between IT and the businesses within your scope. 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

Technical competencies 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.
Working Knowledge of Microsoft management systems: Intune, Exchange and Entra.
Extensive problem solving, analytical and logical approaching skills.
Non-technical competencies A team player with excellent oral and written communication skills.
Customer service oriented and reliable.
Pro-active, self-starting, making it happen, independent, flexible, curious for issues.
Business level English skill.
Business trip is 5% of working time.
Education /Experience: Associate degree in IT or related field.
Two to Five years of On-site/Off-site IT support experience.

Nice To Haves

Any Microsoft or ITIL certification is a plus.

Responsibilities

Service Desk Mainly support users, during available time providing support globally, support remote locations as assigned.
Prioritize incoming incidents, requests, problems and tasks to give realistic and reliable dates to requestor.
Analyze, monitor, and resolve those incidents, requests, problems and tasks.
Escalate when required to appropriate global group or external vendor/customer.
Track all steps through to final resolution in the ITSM system for traceability.
Document resolution in knowledge base when relevant.
Follow up and confirm provided resolution with requestor.
If on-site support is needed, business trip to other sites.
Accomplish tasks independently and be able to follow complex procedures.
Global work Work globally in teams to provide/establish global standards.
Coordinate local/global IT project tasks with global IT team.
Evaluate resolutions and find ways to prevent future issues (root cause analysis).
Onboarding and training of new IT Support staff.
Business liaison Continuously looking for improvement in IT-related areas to increase business efficiency.
Prepare site notices, user guides and trainings to inform users about IT topics.
Act as IT representative on local site by frequent communicating to individuals.
IT Asset Management Drafting purchase order and getting quotation from Vendor about IT assets based on user request.
Make sure location, figures and proper management.
Provide local site IT budget forecast proposal (capital and expense) including monitoring and documentation.