Service Desk Analyst

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 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

Other Duties and Responsibilities

• Comply with all safety policies, practices, and procedures

• Report unsafe activities to the manager on duty, Human Resources, and/or a designated Safety Officer

• Participate in proactive team efforts to achieve departmental and company goals

• Communicate effectively with employees and management at all levels

• Maintain the highest degree of honesty and integrity at all times

• Perform 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 experience

• Minimum of one year of experience in IT Operations, including internship experience

• Prior 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 practices

• Expert knowledge of Microsoft Windows desktop operating systems, including Windows 11 and Windows 10, in an enterprise environment

• Expert knowledge of Microsoft 365 applications, including Word, Excel, PowerPoint, Visio, and Project

• Working knowledge of iOS and iPadOS operating systems

• Working knowledge of Tanium, Autopilot, or functionally equivalent imaging software

• Working knowledge of Active Directory and Group Policies in a hybrid environment

• Working knowledge of Microsoft Entra, Intune, and Purview

• Working knowledge of Microsoft Exchange in a hybrid environment

• Working knowledge of Agile concepts

• Basic technical knowledge of cloud services, networking, storage, and virtualization technologies

• Basic knowledge of ERP platforms such as SAP, Dynamics 365, or equivalent systems

• Basic knowledge of CRM platforms such as Salesforce, Dynamics CRM, or equivalent systems

• Basic knowledge of engineering and project management software such as Windchill preferred

• Basic knowledge of macOS

• Basic knowledge of telephony platforms such as Teams Voice, Cisco Call Manager, RingCentral, or equivalent platforms

Skills and Abilities

• Ability to effectively troubleshoot complex, interconnected faults

• Composed, confident, and courteous in high-stakes interactions

• Outstanding communication and interpersonal skills capable of working collaboratively with multiple departments and stakeholders

• Ability to influence without authority

Certifications

• CompTIA A+, CompTIA Network+, and CompTIA Security+ required within one year of starting in the role

• ITIL Foundations certification preferred

• Azure 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 walk

• Occasionally required to lift and/or move up to 40 pounds

• Work environment includes regular operation of heavy machinery within a manufacturing facility

Why Should You Apply?

• Excellent benefits, including medical, dental, vision, and 401(k) matching

• Excellent development programs and advancement opportunities

• Tuition reimbursement and on-the-job training

• Paid vacation, sick time, and holidays

• Commitment to quality products and services

• Great working environment and culture

• Employee 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