Address
Form of workThis position is responsible for assisting in the efficient operation of IT Support for JERA Americas, as well as the maintenance & management of computer systems used by individual employees & contractors. This position will be responsible for responding to inquiries from JERA Americas employees working both onsite and remotely. This position will require communication amongst team members, as well as coordination with the IT Support Manager to follow Standard Operating Procedures set forth by the ICT Team while providing deskside service to customers. This role will be JERA Americas' first line of support to the IT needs of the organization.
What you will do:
- Provide exceptional deskside support to employees (onsite & remote)
- Provide support across all channels, including chat, email, phone, video, in-person, remote, etc.
- Troubleshoot across corporate IT resources, applications, Windows OS (PC) & Apple iPhones
- Create, track, update & close out help tickets created in ServiceNow
- Tracking inventory of IT equipment & communicating with the IT Support Manager of organizational needs as necessary
- Update, revise, and maintain IT Support-related documentation & Knowledge Base for IT Support Team & employees
- Follow company SOPs for onboarding/offboarding employees from the IT vantage point
- Execute the PC Kitting & Mobile Phone Kitting for employees according to standard
- Act as Quality Assurance for the kitting process (PCs & iPhones)
- Assist with the distribution of OS updates to company PCs
- Provide Level 1 & 2 support for company provided equipment
- Provide Level 1 & 2 O365 support / troubleshooting
- Troubleshoot & assist business members with their FortiClient console to ensure seamless connection to the JERA Americas VPN
- Provide Level 1 & 2 support for the Audio/Visual requirements of the business
- Logitech Systems - video conferencing system support
- Clickshare Technology
- Act as a secondary support for managing the Kastle Security system tasks
- Run Badge-in / out reports when requested by supervisor
- Assist with decommissioning building access for users when appropriate
- Provide secondary support to the Workplace Applications Manager
- Facilitate IT related application submissions to Headquarters (Japan) ICT dept.
- Support & lead IT Service Support related Projects
- Completing tasks set forth by IT Support Manager
Competencies
- Customer/Client Focus
- Detail Oriented
- Self-driven/Self-motivated
- Integrity
- Professionalism
- Good Communication skills
- Problem Solving/Analysis
- Discretion and Confidentiality
- Interpersonal skills
- Team Oriented
- Proactive
- Windows Systems
- Desktop Applications
- Apple iOS
- Computer & peripheral hardware installation, troubleshooting & management
- Computer configuration & setup
- Familiarity with:
- ServiceNow
- Project management software
- Network management console & VPN configuration application for Laptops
- SCCM, Intune, AutoPilot
- Logitech A/V Systems & software
- Command Prompt or PowerShell
- Performing OS upgrades
- Creating PC images
- M365 Admin Roles (i.e. Outlook, SharePoint, Teams, etc.)
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This is a sedentary role; however, some filing and moving of IT equipment are required. This would require the ability to lift files, computers, monitors and small IT equipment, open filing cabinets and bend or stand, as necessary.
Physical Demands
Days and hours of work are established between the employee and the supervisor.
Expected Hours of Work
Days and hours of work are Monday through Friday, 9:00 a.m. to 6:00 p.m.
Travel
This position does not require business travel
Required Education and Experience
- Bachelor's degree from a four-year university
- 4 years' experience in Systems Engineering equivalent role
Preferred Education and Experience
- BS in Computer Science, Information Systems, or relevant work experience
- Intermediate - Advanced proficiency with M365 (apps/tools, Outlook & SharePoint)
- Wrike (Project Management Software)
- Adobe Acrobat & Adobe Sign
AAP/EEO Statement
JERA Americas Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.
#IND38
Employment Type: FULL_TIME
