Help Desk Technician (1888)

• Title:Help Desk Technician

• Group Company: Mitsubishi Chemical America

• Location:Remote

Group Company:

• Mitsubishi Chemical America

Mitsubishi Chemical America (MCA) , one of 4 regional headquarters established by parent company Mitsubishi Chemical Corporation, includes 20 group companies in North and South America. The formation of this regional headquarters on April 1, 2017 has provided the organization and infrastructure needed for us to realize synergies, within regions and globally, among the vast network of Mitsubishi Chemical companies. MCA and the group companies represent decades of knowledge and experience across numerous industrial and technological industries, with over 4,000 employees in 4 different countries.

The origin of Mitsubishi goes back to 1870, when the founder, Yataro Iwasaki, started a shipping firm with three aging steamships. Yataro’s brother, son and nephew expanded the business into various fields during their respective terms as president and set the foundation of the Mitsubishi companies. After WWII, the original Mitsubishi organization was disbanded to become independent companies as they are today.

Job Purpose

The Digital Workplace Service Maintain and Build Technician provides responsive technical assistance for end user computers and local site needs. This role must effectively communicate to understand the problem, research and collaborate to find solutions, and be able to train the user to prevent issues in the future.

Principal Accountabilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, by email, in person, or through the ticketing application.

• Troubleshoot, repair, support, install, maintain, and upgrade all personal computer-based software and hardware, including desktops, laptops, scanners, printers, and other peripherals.

• Resolve minor networking problems, and, when necessary, contact the right parties, such as the technology providers, to escalate the issue and track all tasks geared towards resolving the issue until it is finally resolved.

• Maintain technical issues and inventory by applying tracking systems and create and maintain system documentation.

• Perform troubleshooting through diagnostic techniques and pertinent questions through dialogue with customers to determine best solution

• Direct unresolved issues to the next level of support personnel.

• Provide accurate information on IT products or services.

• Record issues and problems and their resolution in logs.

• Pass on any feedback or suggestions by customers to the appropriate internal team.

• Upgrade existing procedures or identify new ones to improve user adoption and reduce work orders across the region.

• Adhere to all company standards, policies, and procedures regarding customer care and safety.

• Promote the organization’s corporate mission, vision, and values in carrying out their work description.

• Carry out additional and related duties that may be assigned by supervisor or management.

Knowledge / Skills / Experience

• 3 years experience as a help desk technician.

• Knowledge of internet security and data privacy principles.

• Demonstrated technical understanding of computer systems, mobile devices, printers, and working knowledge of telephony equipment, both desktop and mobile.

• Understanding of Active Directory, Windows operating systems, and a basic knowledge of local area networking.

• Ability to diagnose and resolve basic technical issues.

• Excellent communication skills and the ability to discuss various forms of technology with end users.

• Associates Degree or equivalent education

• Relevant certifications, such as CompTIA A+ is a plus.

• Knowledge of management (ITSM) processes and organizational principles (e.g. ITIL) desirable

Pay Transparency (complete highlighted sections)

• The salary range for this position is $53,700 - $80,500. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.

• Competitive Benefits

• Benefits begin on DAY 1!

• Employee Assistance Programs

• Curated Self-Paced Learning & Development Programs for all Employees

Mitsubishi Chemical Group (MCGC) and any of our subsidiaries do not accept unsolicited resumes from individual recruiters or third-party agencies. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team. No placement fees will be paid to any firm unless specifically invited on the search by the MCGC Talent Acquisition team and such candidate was submitted to the MCGC Talent Acquisition Team via our Applicant Tracking System.

EEO Statement

Mitsubishi Chemical Corporation values diversity in the workplace, is committed to a policy of equal employment opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally recognized protected basis under applicable law.

Applicants with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or other applicable laws. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition.