IT Support Analyst

The Asahi Kasei Group operates with a commitment of creating for tomorrow.  Our business sectors, Material, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.

We are currently seeking applications to fill the following job opening:

Company:

Asahi Kasei America, Inc.

Job Description:

We are seeking an IT Support Analyst to install, modify, and repair hardware and software systems while providing technical support and training to ensure smooth computer operations that enable end users to perform their business tasks effectively.

You will solve incidents reported by users, internal IT colleagues or by system alerts, as well as be assigned local or global project work. All incidents and requests to be tracked in ITSM system.

Our International IT team, part of Asahi Kasei America, supports over 100 companies owned by Asahi Kasei. If you enjoy face-to-face interaction with internal users and thrive in an environment dedicated to providing global IT solutions, we encourage you to apply!

Location: Bionova, an Asahi Kasei Company, Fremont California

Work Schedule: Hybrid work is available after 3 months of on-site training, with a requirement to be on-site at least 2 days per week. You may be required to visit additional days based on the needs of the business.

Benefits

• Competitive compensation with bonuses
• Great health benefits
• Paid time off
• Paid company holidays
• Strong company match to 401(k) contributions
• Tuition reimbursement program
• Paid parental leave

                                                                                                          

RESPONSIBILITIES AND DUTIES

ServiceDesk

• Mainly support users, during available time providing support globally
• Support remote locations as assigned
• Prioritize incoming incidents, requests, and tasks to give realistic and reliable dates to requestor
• Analyze, monitor, and resolve those incidents, requests, and tasks
• Escalate when required to appropriate global group or external vendor/customer
• Track all steps through to final resolution in the ITSM system for traceability.
• Document resolution in knowledge base when relevant
• Follow up and confirm provided resolution with requestor
• In case of on-site support is needed, business trip to other sites
• Accomplish most tasks independently and be able to follow standard procedures

Global work

• Co-work with other support members located globally
• Work globally in teams to provide/establish global standards
• Participate local/global IT project tasks with global IT team
• Participate to resolutions and find ways to prevent future issues (root cause analysis)
• Onboarding and training of new IT Support staff

Business liaison

• Continuously looking for improvement in IT-related areas to increase business efficiency
• Draft site notices, user guides and trainings to inform users about IT topics
• Act as IT representative on local site by frequent communicating to individuals

IT Asset Management

• Drafting purchase order and getting quotation from Vendor about IT assets based on user request
• Make sure location, figures and proper management
• Provide local site IT budget forecast proposal (capital and expense) including monitoring and documentation

QUALIFICATIONS / REQUIREMENTS

Technical competencies

• Working knowledge of supporting Microsoft office (Outlook, Excel, Word, Skype Teams and SharePoint), Intune or mobile device management systems
• Service Now or other ticketing system experience required
• Basic problem solving, analytical and logical approaching skills

Non-technical competencies

• A team player with excellent oral and written communication skill
• Customer service oriented and reliable
• Pro-active, self-starting, making it happen, independent, flexible, multi-tasks, curious for issues
• Business level English
• Domestic travel up to 5%

Education /Experience:

• Associate degree in IT or related field
• More than 1 year of on-site/off-site IT support experience
• Any Microsoft or ITIL certification is a plus
• Project management experience is a plus

The base compensation range for this role is $35-$44. Base Compensation is influenced by many factors including, but not limited to: time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business / economic conditions.

#LI-LH1

#Hybrid

As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.