Service Desk Analyst

Company Name:
Mitsubishi Power Americas, Inc.

Location:

Orlando, FL, US, 32809

Job Description:

Orlando, Florida (Power Generation Services)

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.

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.

• Excellent written and verbal communication skills with the ability to communicate effectively with technical and non-technical team members at all levels in the organization
• Accurately record, update, and document incidents and service requests within the IT Service Management toolkit
• Provide white glove support for senior executives in the organization
• Take 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 lifecycle
• Execute best-practice solutions to deliver robust, permanent corrections to technical malfunctions, restoring service to the consumer as soon as possible
• Evaluate impact, priority, and urgency, escalating and engaging other technology and business teams when appropriate for the circumstances
• Collaborate with peers and superiors to coordinate resources around a problem
• Identify patterns and invoke incident response procedures when appropriate
• Communicate with stakeholders in a professional manner
• Leverage software and hardware asset lifecycle procedures to manage equipment procurement, provisioning, assignment, and reclamation
• Maintain and deploy standard workstation base images and application packages
• Orient new hires to IT systems and procedures and train new IT team members
• Troubleshoot and administer workstations, applications, printers, copiers, fax machines, telephones, monitors, and other IT equipment as required
• Support technology project efforts, including task execution and status updates
• Create, update, and maintain the IT Service Center of Excellence documentation, including SOPs, User Guides, and Work Instructions
• Protect confidential information
• Occasionally provide off-shift support on a published on-call rotation, as part of planned project work, or to respond to critical technology emergencies