IT Support Technician

Company Description

Hitachi Solutions is a core IT Company of the Hitachi Group, which employs over 330,000 people worldwide. Headquartered in Tokyo, Japan, Hitachi Solutions' reach extends to group companies in Japan and abroad, working with a worldwide network of alliance partners. Through systems integration, we strive to provide ideal solutions and products to customers in a diverse set of countries and regions including Asia, North America and Europe. Using a portfolio of management consulting, implementation, and support services, we help our clients compete with the largest global enterprises leveraging powerful, affordable, and easy to use industry solutions built on Microsoft technologies. Our vision is to help you achieve your vision through superior products, prices, and people.

Job Description

The purpose of the IT Support Technician is to provide on-site IT support operations for client located in SLO locations (San Luis Obispo, Santa Margarita, CA).

Working environment is multicultural, fast-paced, engineering, research, and development, in the aeronautical field.

IT support operations include, yet not limited to, providing on-site end-client Service Desk and Deskside support, IT asset management, wired and wireless network support, application support, and limited compute and storage support.

There may be additional IT related tasks assigned, as needed, or required.

Responsibility:

List the key duties an responsibilities that must be carried out to fulfil the job purpose.

Service Desk:

• create new, track open, and follow-up on support tickets using the Enterprise Service Now tool, ITSM, respond to and converse with client via face-to-face, emails, texts, chats, phone.

Deskside Support:

• computer and peripheral break-fix; on-boarding new hires, setting up and delivering computers and iPhones; O365 Suite: PowerPoint, Excel, Word, Outlook, Teams, OneDrive, and SharePoint
• numerous CAD and engineering applications, including Catia, Teamcenter, MATLAB, and others
• wired and wireless network troubleshooting
• client access to local, regional, global, and cloud compute and storage environments;
• printer and multifunction copier support; and other related tasks

Escalation:

• knowing when and who to escalate support to, whether internal client's IT, Regional IT, or Enterprise IT support environments, using the numerous IT processes available to them

IT asset management:

• utilizing enterprise systems and their own inventory tracking methods, candidate will be responsible for managing IT hardware, software, and application assets

Qualifications

Minimum Experience:

• 7+ years of trade experience
• Proficient using the MS Office Suite (PowerPoint, Excel, Word, Outlook, Teams, OneDrive, SharePoint, etc.)
• Must be willing and able to travel between San Luis Obispo and Santa Margarita daily, and other travel 5%-10% of the time.

Other Job-Specific Skills/License Preferred Qualifications

• Conversational Japanese language
• Knowledge of U.S. import, export, and licensing regulations, BIS / EAR regulations, exemptions/exception requirements
• Experience working in aeronautical field highly desired
• Is a confident, energetic self-starter, with ability to work independently and with their team and the business.
• Can interface with, and gain the respect of, stakeholders at all levels and roles in the company.
• Detail-oriented, exceptional organizational skills, and the ability to prioritize with changing situations.
• Ability to recognize and solve typical problems and select solutions from established options, while adapting quickly to changing priorities
• Proven ability to step back and look at the big picture of what is needed for the IT environment, and investigate other opportunities through innovation, to accomplish goals.
• Strong interpersonal, verbal, and written communication skills to drive tasks to completion.
• Project Management experience a plus
• Has good judgment, a sense of urgency, and has demonstrated commitment to high standards of ethics, personal integrity, regulatory compliance, customer service and business integrit

Working Conditions:

Job is defined as full time, on-site, with no direct reports. A cadence of status reports up to client's management, and with peers, is critical to this position.

Candidate may be responsible to maintain a modest budget, or, provide input for IT commodity items, such as printer / copier supplies, monitors, peripherals, miscellaneous cables, etc.

Minimum Educational Qualifications:

• Associate degree from an accredited university, or the equivalent combination of education, formal training/certifications, or work/military experience.

Additional Information
All your information will be kept confidential according to EEO guidelines.