IT Support Analyst - Bilingual English/Spanish

Asahi Kasei America - Glendale, AZ

Full-time - Entry Level

Glendale, AZ

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

We are seeking a Bilingual English/Spanish IT Support Analyst to manage the installation, modification, and repair of hardware and software systems. This role involves providing technical assistance and training to ensure efficient computer operation, enabling end users to perform their business tasks effectively. The position covers Level 1 and Level 2 support and requires strong customer service skills as you will interact with users at all levels of the organization. You will be responsible for receiving, prioritizing, documenting, and actively resolving incidents and requests reported by users, internal IT colleagues, or system alerts, in addition to local project work.

Responsibilities

• Prioritize and manage incoming incidents, requests, problems, and tasks, providing realistic timelines to requestors
• Analyze, monitor, and resolve incidents, requests, problems, and tasks
• Escalate issues to appropriate global groups or external vendors/customers as needed
• Document all steps and resolutions in the ServiceNow ticketing system
• Follow up with requestors to confirm resolution
• Adhere to all standard operating procedures and policies
• Create and update documentation for IT procedures, incidents, and requests
• Maintain ongoing communication and follow-up with end users and IT team members on managed tickets
• Perform root cause analysis to prevent future issues
• Install system images on laptops and desktops
• Ensure thorough documentation of assets and tickets
• Coordinate and manage IT projects as assigned by your manager
• Collaborate globally to establish standards and complete projects
• Identify and implement improvements in IT-related areas to enhance business efficiency
• Prepare site notices, user guides, and training materials following communication standards
• Work with IT and company finance to maintain budgets and purchasing processes
• Provide support to remote locations as assigned

Requirements

• Associate's degree or 2+ years of relevant work experience, or an equivalent combination of education and experience
• Bilingual English/Spanish
• Experience with ServiceNow or other ticketing systems is a plus
• Active Directory experience is a plus
• Office 365 administration experience is required
• PC imaging experience is a plus
• Experience with Intune or mobile device management is a plus
• Experience supporting users remotely with mobile devices, PCs, and printers is a plus

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