Service Desk Analyst

Service Desk Analyst

Company Name: Mitsubishi Power Americas, Inc. Location: Lake Mary, FL, US, 32746

Service Desk Analyst Lake Mary, Florida

At Mitsubishi Power, we're not just building better clean energy technologies; we're architecting a better future. Our team is boldly redefining power generation and energy storage to fast-track the world's energy transition. We operate as one team, pushing toward our vision of the future. At Mitsubishi Power, we value problem-solvers, prioritize collaboration, and support each other in an inclusive culture created through accountability and authenticity by demonstrating our core values of Safety, Family, Innovative, Inclusive, Accountable, and Courageous. Together, we're building the future we all aspire to, making net zero a reality. One team, one future.

Role Overview

The Service Desk Analyst provides front-line technical expertise to technology consumers within the Mitsubishi Power organization, delivering break-fix technical support, configuring user accounts, provisioning workstations, updating inventory, maintaining documentation, and performing first-line troubleshooting for network, infrastructure, and application problems as they arise. This process-oriented position projects calm competence to technical consumers in stressful scenarios and serves as the Voice of the Customer within the IT team, capturing and documenting frequent pain points, making recommendations for process and technology improvements, and acting as the face of IT.

Technical aptitude and excellent problem-solving capabilities equip the Service Desk Analyst with the ability to rapidly respond to unexpected and unique technical faults, ensuring smooth delivery of technology services to consumers throughout the organization.

Essential Duties and Responsibilities

Excellent written and verbal communication skills with the ability to communicate effectively with technical and non-technical team members at all levels in the organization

Accurately record, update, and document incidents and service requests within the IT Service Management toolkit

Provide white glove support for senior executives in the organization

Take ownership of technical issues and champion them through to resolution on behalf of the consumer by advocating their interests and liaising communications with other stakeholders throughout the ticket lifecycle

Execute best-practice solutions to deliver robust, permanent corrections to technical malfunctions, restoring service to the consumer as soon as possible

Evaluate impact, priority, and urgency, escalating and engaging other technology and business teams when appropriate for the circumstances

Collaborate with peers and superiors to coordinate resources around a problem

Identify patterns and invoke incident response procedures when appropriate

Communicate with stakeholders in a professional manner

Leverage software and hardware asset lifecycle procedures to manage 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 IT equipment as required

Support technology project efforts, including task execution and status updates

Create, update, and maintain the 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 to respond to critical technology emergencies

Other Duties and Responsibilities

Comply with all safety policies, practices, and procedures

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

Maintain the highest degree of honesty and integrity at all times

Perform other related duties as directed by the IT Leadership team

Knowledge, Skills, and Education

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skills, and abilities required.

Education and Experience 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

Prior experience in power generation and/or a manufacturing environment preferred

Technical Knowledge 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, 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 engineering and project management software such as Windchill preferred

Basic knowledge of macOS

Basic knowledge of telephony platforms such as Teams Voice, Cisco Call Manager, RingCentral, or equivalent platforms

Skills and Abilities Ability to effectively troubleshoot complex, interconnected faults

Composed, confident, and courteous in high-stakes interactions

Outstanding communication and interpersonal skills capable of working collaboratively with multiple departments and stakeholders

Ability to influence without authority

Certifications CompTIA A+, CompTIA Network+, and CompTIA Security+ required within one year of starting in the role

ITIL Foundations certification preferred

Azure Fundamentals certification preferred

Additional Requirements Ability to travel up to 10% within the United States

Physical Demands and Work Environment The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

Why Should You Apply?

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 products and services

Great working environment and culture

Employee appreciation programs and events

Equal Employment Opportunity Mitsubishi Power is an Equal Employment Opportunity employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally recognized protected basis under applicable law, are strongly encouraged to apply.