Service Desk Analyst

Mitsubishi Power Americas, Inc. is hiring an onsite Service Desk Analyst in Orlando, FL to deliver front-line technical support with a strong customer-first focus. This role helps technology consumers across the organization through break-fix troubleshooting, account and workstation provisioning, and reliable first-line resolution while serving as the Voice of the Customer through the IT ticket lifecycle.

What you’ll get

• Excellent benefits, including medical, dental, vision, and 401(k) matching
• Excellent development programs and advancement opportunities
• Tuition reimbursement and on-the-job training
• Paid vacation, sick time, and holidays
• Commitment to quality in products and services
• Great working environment and culture
• Employee appreciation programs and events

Responsibilities

• Accurately record, update, and document incidents and service requests in the IT Service Management toolkit
• Provide white glove support for senior executives
• Own technical issues through to resolution by advocating for the consumer and coordinating communications with other stakeholders across the ticket lifecycle
• Apply best-practice solutions to deliver durable corrections that restore service as quickly as possible
• Assess impact, priority, and urgency, escalating and engaging technology and business teams when appropriate
• Coordinate resources with peers and superiors to address problems
• Identify patterns and invoke incident response procedures when needed
• Communicate professionally with stakeholders
• Use software and hardware asset lifecycle procedures to support equipment procurement, provisioning, assignment, and reclamation
• 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 required IT equipment
• Support technology project efforts, including task execution and 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 on a published on-call rotation, as part of planned project work, or in response to critical technology emergencies
• Comply with safety policies, practices, and procedures, and report unsafe activities to the manager on duty, Human Resources, and/or a designated Safety Officer
• Participate in proactive team efforts to achieve departmental and company goals
• Communicate effectively with employees and management at all levels, maintaining the highest degree of honesty and integrity
• Perform other related duties as directed by IT Leadership

Requirements

• Accredited two-year or four-year degree in Information Systems or a related field (preferred) or equivalent experience
• Minimum of one year of experience in IT Operations, including internship experience
• 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 11 and Windows 10, in an enterprise environment
• Expert knowledge of Microsoft 365 applications, including Word, Excel, PowerPoint, Visio, and Project
• Working knowledge of iOS and iPadOS operating systems
• 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, Microsoft Intune, and Microsoft Purview
• Working knowledge of Microsoft Exchange in a hybrid environment
• Working knowledge of Agile concepts
• Ability to troubleshoot complex, interconnected faults
• Composed, confident, and courteous in high-stakes interactions
• Outstanding communication and interpersonal skills, including the ability to collaborate across departments and stakeholders
• Ability to influence without authority
• CompTIA A+, CompTIA Network+, and CompTIA Security+ required within one year of starting in the role
• ITIL Foundations certification preferred
• Azure Fundamentals certification preferred
• Ability to travel up to 10% within the United States

Physical demands and work environment

• Regularly required to sit, talk, hear, stand, and walk
• Occasionally required to lift and/or move up to 40 pounds
• Work environment includes regular operation of heavy machinery within a manufacturing facility
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions