IT Help Desk Analyst

Overview

Are you looking for an organization that empowers its team members to learn, grow and make a genuine impact? Is work/life balance important to you? At Kawasaki, we offer this and so much more. The Engine Division of Kawasaki Motors Corp, headquartered in Grand Rapids, MI has an opening for an IT Help Desk Analyst based in Grand Rapids, MI.

As an IT Help Desk Analyst, this position will accept end-user contacts in the office or on a rotational on-call schedule to gather requirements, procedures, and problems while responding to Help Desk Calls and Cases. This role will resolve and ensure the proper functioning of computer systems and office productivity equipment capabilities, workflows, and operations. This position will assist end-users in resolving and learning to use various IT systems, software, office productivity hardware, and audio/visual equipment.

• Follow all company IT Policies & Procedures, Quality, Environmental, and Production System compliance regulations.
• Display appropriate proficiency with computers and computer applications, including Windows and MacOS operating systems, Microsoft Office 365 suite of products, Salesforce and related products, Cisco networking equipment and software, Amazon web services products, and internally built applications.
• Quickly diagnose and correct minor and intermediate issues with hardware and software and create instructional materials as needed.
• Able to understand the underlying workflow requirements for various departmental interfaces.
• Understand standard business systems (i.e., ERP, CRM, communications (both digital and analog)).
• Accept Help Desk calls on-site or remotely for all products, systems, and software that the Engines Division IT team supports.
• Provide on-site staff and remote end-users with assistance solving computer-related problems, such as hardware malfunctions and software program issues.
• With oversight, maintain and monitor computer programs and systems, correcting errors and making necessary modifications and/or recommend changes.
• Using initiative, document and revise system procedures, test procedures, and departmental standards.
• Assist in the review of programs and systems before operational deployment.
• Maintain continual working knowledge of technology trends through manuals, periodicals, and technical reports to meet staff and end-user requirements.
• Perform basic to intermediate network support and security activities.
• Evaluate and recommend computer software or hardware needed to set up, improve, or alter existing business and end-user systems.
• Install and maintain new and existing equipment.
• Train users and answer questions.

• Bachelor’s degree in computer-related field with two years of experience or two-year associate degree with four years of experience.
• Knowledge of or experience with Cisco Meraki networking equipment (can include, but is not all-inclusive: Wireless Access Points, Switches, Web console), Palo Alto firewall equipment and Global Protect VPN software, and Solar Winds management console.
• Experience installing, configuring, and administering network technologies.
• Experience with network and managing wiring runs.
• Experience across multiple PC manufacturers and models, peripherals, and equipment.
• Experience with Windows 10, Windows 11, Windows Server 2019 and above, Microsoft 365 applications, Active Directory, MacOS v10.x and above, and Salesforce and associated products.
• Experience with disaster recovery processes.
• Experience with virus and malware protection and eradication.
• Experience with security analysis and implementation of recommendations.
• Experience with monitoring Quality of Service (QoS) across the network, making recommendations for improved performance, and implementing changes.
• Experience with monitoring network performance and implementing changes to optimize performance.
• Strong attention to detail.
• Maintain high level of confidentiality.

The Engine Division of Kawasaki Motors Corp, headquartered in Grand Rapids, MI supports 4 cycle engines commonly used in the lawn and garden industry. For more information on Kawasaki Motors full product line, please visit the Kawasaki Engines site:

Your health and wellness are important to you – and to us. That’s why we provide a comprehensive benefits program designed for you (and your family) in mind.

• Good work/life balance.
• Medical, dental, and vision plans
• Flexible Schedules
• Summer Hours
• Referral Program
• Employee Assistance Program
• Life insurance
• Flexible spending account
• 401K
• Generous Time off
• Educational Assistance
• Ongoing training and development
• Team member product purchase program

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.