Senior Help Desk Technician

About Us:

Mitsubishi Logisnext Americas Inc. has helped customers Move The World Forward for more than 100 years as a technology-driven forklift manufacturer. In addition to being a forklift manufacturer, we are also a total solutions provider offering scalable products and services from material handling and automation to extensive fleet support.

About the role:

Provides advanced hardware and software technical support to users; supports network infrastructure, voice, and data administration.  Identifies, researches, and resolves technical problems. Responds to telephone calls, emails, and personnel requests for technical support.  Documents, tracks, and monitors problems to ensure a timely resolution.  Assists in the installation, maintenance, and general support of all systems. Relies on experience and judgment to plan and accomplish goals.  Performs a variety of complex tasks in which creativity and latitude in decision-making are expected.

What you will do:

• Answer Help Desk requests from users for support. 
• Responds to Help Desk Tickets and prioritizes work accordingly. 
• Closes tickets and documents actions taken, and accounts for all time spent supporting the task.  Escalates issues as necessary.
• Mentors and assist in developing Technical Support Specialists.
• Configure and test computer hardware, networking, software, and operating systems.
• Installs hardware, software, and related components for desktop, laptop, network, servers, and telephone systems, including cell phones.  
• Interfaces with vendors in the support of hardware, software, Internet, telecommunications, and wireless services. 
• Coordinates with the vendor to resolve problems and minimize downtime.
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations. Assists with software, system, and hardware upgrades, including installing new software, patching systems, and documenting actions taken for future reference
• Diagnose and resolve technical hardware and software issues.
• Advise users on appropriate actions.
• Investigates issues and researches solutions using Internet-based searches, reading forums, product documentation, manuals, technical documents, etc.
• Finds the appropriate fix and shares this information in documentation or notes. 
• Performs routine administration of network hardware and server systems (MS Active Directory, Office 365, and various other applications and systems) to ensure efficient operations. 
• Create new users, disable terminated users, create groups and folders, and perform cleanup or maintenance tasks.   

When & Where:

• The applicant should be able to work in an office and plant environment. 
• Be able to lift 30 pounds (Computer/printer equipment).
• Little to no travel.

What you need to have:

• Advanced hardware and software troubleshooting, providing Tier II-level Help Desk Support.
• Active Directory, Security, Critical System Support ( User - moves, adds, changes password, enables/disables, etc.) O365, MS Office, legacy apps.
• Emphasis on application support and acting as an SME ( subject matter expert), and daily operational support.
• Timely resolution of Issues/tickets, escalates tickets as necessary, and prioritizes competing requests for limited resources. 
• Adherence to IT Policies and Procedures, Audit Requirements (JSOX and ML Security mandates).
• Internet, Cloud, Telco, Cell Phone, wireless network, and system support.  AX, BPCS, AS400, Windchill / Creo, etc.
• Hardware/software installations and diagnostics.  Communication Skills - Ability to interact with all levels of the organization.
• Asset management, Inventory, license tracking, and compliance. 

What would be nice to have:

• Creating documentation / end user training and developing an IT Knowledge Base / FAQ's
• High Emphasis on Excellent Customer Service, positive attitude, and promotes a cooperative and productive teamwork environment.
• Monitor and respond to key NOC alerts.  Provide 24/7 on-call support if necessary.
• Mentoring Tier I Help Desk Support, develops ongoing skills, is a team player, and participates in projects.
• Windows 10, Server 2016/2019, Active Directory, Microsoft Office 365, Cisco Switches, VPN,  remote support, DHCP, DNS, VMs, and Telecom (PBX)
• Certifications in Cisco, Microsoft, Citrix, Security, CompTIA A , or any other IT industry standard

What we offer:​​​​​

• Medical, dental, and vision benefits
• Paid Vacation, Sick Time, and Paid Holidays
• Profit Sharing Opportunities
• Flexible Spending and HSA Accounts
• 401 (k) with automatic company contribution and company match
• Short-term and long-term disability insurance
• Life, Dependent Life, and AD&D Insurance
• Paid Parental Leave (Includes 6-8 weeks of maternity leave and 5 days of paternity leave)
• Employee Assistance Program
• Employee Discounts
• On-site fitness center (Houston)
• On-the-job training and development

The salary for this position ranges from $64,070 to $74,260 annually. The specific salary for a successful candidate will depend upon, among other legitimate factors, education, training, and/or experience.

To be considered for this role, all applicants must submit a full and complete application through our careers page.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Equal Opportunity Employer/Veterans/Disabled

Agency Disclaimer:

Mitsubishi Logisnext Americas Inc. does not accept unsolicited resumes from third-party vendors. Any unsolicited resumes from a third party will become the property of the company to use at the company’s discretion, with the understanding that Mitsubishi Logisnext Americas, Inc. will not be billed a fee for any such resumes. If a company is designated as an approved vendor, then said company can only provide assistance on those positions requested via a formal written agreement of support.

Salary : $64,070 - $74,260