Service Desk Analyst

Orlando, Florida (Power Generation Services) Company Overview 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 organizationAccurately record, update, and document incidents and service requests within the IT Service Management toolkitProvide white glove support for senior executives in the organizationTake 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 lifecycleExecute best-practice solutions to deliver robust, permanent corrections to technical malfunctions, restoring service to the consumer as soon as possibleEvaluate impact, priority, and urgency, escalating and engaging other technology and business teams when appropriate for the circumstancesCollaborate with peers and superiors to coordinate resources around a problemIdentify patterns and invoke incident response procedures when appropriateCommunicate with stakeholders in a professional mannerLeverage software and hardware asset lifecycle procedures to manage equipment procurement, provisioning, assignment, and reclamationMaintain and deploy standard workstation base images and application packagesOrient new hires to IT systems and procedures and train new IT team membersTroubleshoot and administer workstations, applications, printers, copiers, fax machines, telephones, monitors, and other IT equipment as requiredSupport technology project efforts, including task execution and status updatesCreate, update, and maintain the IT Service Center of Excellence documentation, including SOPs, User Guides, and Work InstructionsProtect confidential informationOccasionally 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 proceduresReport unsafe activities to the manager on duty, Human Resources, and/or a designated Safety OfficerParticipate in proactive team efforts to achieve departmental and company goalsCommunicate effectively with employees and management at all levelsMaintain the highest degree of honesty and integrity at all timesPerform 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 experienceMinimum of one year of experience in IT Operations, including internship experiencePrior 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 practicesExpert knowledge of Microsoft Windows desktop operating systems, including Windows 11 and Windows 10, in an enterprise environmentExpert knowledge of Microsoft 365 applications, including Word, Excel, PowerPoint, Visio, and ProjectWorking knowledge of iOS and iPadOS operating systemsWorking knowledge of Tanium, Autopilot, or functionally equivalent imaging softwareWorking knowledge of Active Directory and Group Policies in a hybrid environmentWorking knowledge of Microsoft Entra, Intune, and PurviewWorking knowledge of Microsoft Exchange in a hybrid environmentWorking knowledge of Agile conceptsBasic technical knowledge of cloud services, networking, storage, and virtualization technologiesBasic knowledge of ERP platforms such as SAP, Dynamics 365, or equivalent systemsBasic knowledge of CRM platforms such as Salesforce, Dynamics CRM, or equivalent systemsBasic knowledge of engineering and project management software such as Windchill preferredBasic knowledge of macOSBasic knowledge of telephony platforms such as Teams Voice, Cisco Call Manager, RingCentral, or equivalent platforms Skills And Abilities Ability to effectively troubleshoot complex, interconnected faultsComposed, confident, and courteous in high-stakes interactionsOutstanding communication and interpersonal skills capable of working collaboratively with multiple departments and stakeholdersAbility to influence without authority Certifications CompTIA A+, CompTIA Network+, and CompTIA Security+ required within one year of starting in the roleITIL Foundations certification preferredAzure 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 walkOccasionally required to lift and/or move up to 40 poundsWork environment includes regular operation of heavy machinery within a manufacturing facility Why Should You Apply? Excellent benefits, including medical, dental, vision, and 401(k) matchingExcellent development programs and advancement opportunitiesTuition reimbursement and on-the-job trainingPaid vacation, sick time, and holidaysCommitment to quality products and servicesGreat working environment and cultureEmployee 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. #CorpJ