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Service Desk Analyst II

Location: Scottsdale, Arizona, United States
Job ID: R0013973
Date Posted: Dec 1, 2022
Segment: Smart Life
Business Unit: Hitachi High-Technologies
Company Name: Hitachi High-Tech America, Inc.
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: No

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Description

POSITION TITLE:                          Service Desk Analyst II

This is a long-term temporary role that may convert to a regular employee (April, 2023). Payroll will be received from a 3rd party employment agency

until conversion.

WORK STYLE DESIGNATION:      Onsite
WORK LOCATION:                         Scottsdale, AZ

POSITION SUMMARY

This position is responsible for day-to-day technical support of end user workstation hardware, software, networked peripheral devices and networking software; monitoring the Service Desk system and resolving or escalating tickets; and performing computer hardware replacement and data transfer. Scope of support is both U.S. domestic and international.

PRIMARY RESPONSIBILITIES

  • Install, configure and troubleshoot users’ PCs, printers, video, phones and network connectivity issues.

  • Monitor tickets in the Service Desk system – escalation monitoring, ticket status changes, report generation.

  • Conduct onboarding training programs to assist new employees in setting up their PCs.
     
  • Maintain managed and unmanaged asset inventory including receiving, tagging, storing and updating electronic records.

  • Assist network team (ETS) with troubleshooting and resolution of onsite networking issues, as needed.

  • Communicate technical information to technical and nontechnical personnel. Recommend hardware and software solutions, including new acquisitions and upgrades. Participate in testing of information technology and infrastructure projects.

EDUCATION, LICENSES, AND/OR CERTIFICATION REQUIREMENTS

Post high school technical school or associates degree in computer science or similar discipline.

Bachelor’s degree – preferred.

EXPERIENCE AND TRAVEL REQUIREMENTS

Three (3) years minimum relevant IT experience required.

Travel is not anticipated.

SKILLS AND ABILITIES REQUIREMENTS

SAFETY REQUIREMENTS

  • Extensive knowledge of Microsoft applications, including Windows 11, Microsoft Office products, up to the latest version, and Active Directory.
  • Familiarity with OKTA or similar identity and access management software.
  • Familiarity and basic understanding of Microsoft networking fundamentals. Familiarity and basic understanding of switches, routers, firewall, servers, access points, conferencing room equipment.
  • Excellent verbal/written communications skills.
  • Ability to provide support over the phone, via screen sharing or remote control, chat and email.
  • Strong troubleshooting skills.
  • Work independently making decisions as needed regarding end user needs.

POSITION - SAFETY RISKS AND HAZARDS

Warning:  Due to the nature of the work environment, this job may require working on equipment or in work areas where electromagnetic frequencies may be present from some of the equipment (intensity may vary) which could possibly interfere with certain medical implants or devices. If you have questions, contact Human Resources.

PHYSICAL AND MENTAL REQUIREMENTS

Check/Add as needed; indicate codes NOFC (see below)

Physical Abilities Lift /Carry

__F_ Stand

__F_ Walk

__F_ Sit 

____ Handling / Fingering 

__O_ Reach Above Shoulder

__O_ Climb or Crawl

__O_ Squat or Kneel

Lifting or Moving

_F__10 lbs or less

_O__ 11-20 lbs

_O__ 21-50 lbs

____ 51-100 lbs

____ Over 100 lbs

Maximum one person weight lift of no more than 50 pounds under ideal conditions. Requires at least a two-man lift or more if lifting conditions are not ideal or more than 50 pounds, unless lifting device is used that can reduce the load to a safe level.

Push / Pull

_O__ 12 lbs or less

____ 13-25 lbs.

____ 26-40 lbs

____ 41-100 lbs

Other:

N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]

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