IT Service Desk Specialist II

About the role

Mitsubishi Heavy Industries (MHI) Group has delivered innovative, integrated solutions for over 130 years, creating positive social impact across commercial aviation, energy, transportation and infrastructure, machinery, defense, and space systems. Mitsubishi Heavy Industries America, Inc. (MHIA), headquartered in Houston, Texas, serves as MHI’s North American headquarters and has supported customers in energy, industrial machinery, data centers, engineering, transportation, and aviation since 1979.

Scope: As an IT Service Desk Specialist II, you will support service desk activities, addressing customer needs, creating documentation, configuring user accounts and laptops, providing desktop troubleshooting, managing conference-room equipment and inventory, and delivering first-level support for networking, cloud, applications, and other IT services.

Note: MHIA is unable to sponsor employment visas or consider individuals on time-limited visa status for this position.

Responsibilities

• Provide first-level technical support by diagnosing and resolving issues involving laptops, desktops, applications, peripherals, conference-room equipment, networking, cloud services, and other IT systems.
• Communicate effectively with technical and non-technical team members at all organizational levels.
• Accurately record, update, and document requests using the service desk software.
• Identify and interface with all key stakeholders in a professional manner.
• Assist with the software and hardware asset lifecycle from acquisition to disposal.
• Install and configure new or reimaged IT equipment and update/order inventory accordingly.
• Assist and orient new hires with initial usage of IT systems; train team members on IT processes and/or end-user software.
• Troubleshoot and administer laptops, desktops, applications, printers, copiers, fax machines, telephones, monitors, and other IT equipment as required.
• Support project work as required by leadership, including performing tasks, updating project schedules with status, and reporting issues.
• Create documentation such as SOPs, how-to guides, and process training materials.
• Contribute to a positive team spirit and ONETEAM culture while embodying Team Values daily.
• Protect confidential information by not communicating, disclosing to, or using for the benefit of third parties.
• Available for after-hours, on-call rotation as scheduled.
• Perform other relevant duties as assigned (this list is not all-inclusive).

Requirements

• Education: Bachelor’s degree (BS) from a four-year college or university in a technology-related field such as Computer Science, Management of Information Systems, Software Engineering, or Cyber Security. Other STEM degrees will also be considered.
• Experience: Minimum of four (4) years of relevant experience, or an equivalent combination of education and experience.
• Technical knowledge: Novice-level proficiency with Office 365 (Word, Excel, PowerPoint, SharePoint, Visio, and Project) is required.

Qualifications

• Novice knowledge of infrastructure, networking, and cloud (Azure) environments is preferred.
• Novice knowledge of Tanium, Endpoint Manager, SAP, CRM (Dynamics), Windchill, SharePoint SPO, MS Project, or experience with other project management software is preferred.

Working conditions

• Travel: Up to 15% by land and/or air.
• Schedule: Support nights and weekends to uphold customer needs and project/implementation schedules; after-hours on-call rotation as scheduled.
• Physical demands: Regularly required to sit for long periods, stand, walk, talk, and hear. Frequently lift and/or move up to 10 pounds; occasionally lift and/or move up to 50 pounds.
• Environment: Occasionally exposed to toxic or caustic chemicals; working environment may be loud. May be required to adhere to customer safety procedures, including use of personal protective equipment (hard hat, safety glasses, goggles, hearing and fall protection).

Benefits

• Medical, Dental, Vision, and Behavioral Health Benefits
• Competitive 401(k) Matching Program
• Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability Coverage
• Paid Vacation, Sick Time, and 15 Paid Holidays
• Learning and Development Opportunities, Including Tuition Reimbursement
• Opportunities to Support Quality, Innovative Solutions that Contribute to a Net Zero Future