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IT Support Analyst

3 months ago

Glenview, United States Asahi Kasei America, Inc. Full time

Company:
Asahi Kasei America, Inc.

**Job Description**:
We are seeking an IT Support Analyst to install, modify and make repairs to hardware and software systems and provide technical assistance and training to ensure proper computer operation so that end users can accomplish business tasks. This is a level 1 & 2 support role that requires strong customer service skills as you will work with users at all levels of the organization. You will be receiving, prioritizing, documenting, and actively resolving incidents and requests reported by users, internal IT colleagues or by system alerts, as well as local project work. If you enjoy working face to face with internal users, meet the qualifications (ServiceNow, Office 365 Admin, an associate degree or 2 years of experience) and would enjoy being in an environment of workers that are excited about providing healthcare solutions worldwide, please apply

As an Asahi Kasei America Employee, You will enjoy- Competitive compensation with bonuses- Great health benefits with Wellness Program insurance premium discount- Paid time off- Paid company holidays- Strong company match to 401(k) contributions- Tuition reimbursement program- Paid parental leave

Location

Asahi Kasei Bioprocess, Glenview, IL - Will work with other support staff on-site between locations.

Hybrid work schedule upon agreement with manager after 3 months of training on-site. Due to the nature of this position you will be required to be on-site at least 3 days per week.

**Responsibilities**:
ServiceDesk- Prioritize incoming incidents, requests, problems and tasks to give realistic and reliable dates to requestor- Analyze, monitor and resolve those incidents, requests, problems and tasks- Escalate when required to appropriate global group or external vendor/customer- Track all steps through to final resolution in ServiceNow ticketing system for traceability- Follow up and confirm provided resolution with requestor- Follow all policies and procedures as defined in our standard operating procedures- Create and edit documentation for IT and end users for common incidents and requests- Non-stop communication and follow-up with end users and/or IT members on tickets that you manage- Evaluate resolutions and find ways to prevent future issues (root cause analysis)- Install images on laptops and desktops- Thorough documentation of assets and tickets that you are managing- Coordinate and manage local IT projects

Global work- Work globally in teams to provide/establish global standards- Coordinate local/global IT project tasks with global IT team

Business liaison- Continuously looking for improvement in IT-related areas to increase business efficiency- Prepare site notices, user guides and trainings to inform users about IT topics

Budget- Work with IT and company finance to maintain budgets and purchasing processes

Remote site support- Support remote locations as assigned

Travel- May be required to travel up to 5-10% to other sites for support and training

**Qualifications**:
- An associate degree or 2+ years relevant work experience or equivalent combination of work and education- Service Now or other ticketing system experience required- Active Directory experience is a plus- Experience with Office 365 administration required- PC Imaging Experience is a plus- VM Ware experience is a plus- Intune or mobile device management is a plus

LI-MG1
- 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._