Bilingual (English/Spanish) IT Support Analyst

Asahi Kasei; Jean (NV); In loco; USD 37.000 - 41.000; Tempo pieno

Vantaggi offerti da questo lavoro

Bonuses

Health benefits

Paid time off

Company holidays

401(k) match

Tuition reimbursement

Parental leave

Descrizione del lavoro

Asahi Kasei Bioprocess America, Inc. seeks a Bilingual IT Support Analyst to install, modify, and repair hardware and software while delivering technical support and training. You will handle incidents reported by users and IT colleagues, working with a bilingual workforce.

This role balances hands-on IT tasks with training responsibilities and global collaboration. You will support a hands-on operational workforce, travel between Las Vegas and Jean, NV, and participate in local/global IT

Competenze

• Proficiency in Microsoft Office applications (Outlook, Excel, Word, Teams, SharePoint).
• Strong customer service orientation and communication skills.
• Bilingual English/Spanish is required for support.

Mansioni

• Provide end-user support for hardware and software incidents.
• Assist with onboarding and training of IT staff.
• Track incidents and requests in ITSM system and document resolutions.
• Collaborate with global teams to maintain IT standards and improvements.
• Draft user guides and trainings for IT topics.

Conoscenze

Microsoft Office

Customer service

Communication

Formazione

Associate degree in IT

IT certification

Strumenti

Intune

ServiceNow

Descrizione del lavoro

We are seeking a Bilingual IT Support Analyst to install, modify, and repair hardware and software systems while providing technical support and training to ensure smooth computer operations that enable end users to perform their business tasks effectively. This position requires fluency in both English and Spanish, as the successful candidate will regularly support and communicate with a bilingual workforce.You will solve incidents reported by users, internal IT colleagues or by system alerts, as well as be assigned local or global project work. All incidents and requests to be tracked in ITSM system.While technical expertise is a key component of this role, the Bilingual IT Support Analyst must also be adept at building strong relationships across the organization. Success in this position requires excellent communication and interpersonal skills, along with the ability to understand user needs, provide exceptional customer service, and establish trust with employees at all levels. By combining technical knowledge with a customer-focused approach, the analyst plays an important role in delivering a positive user experience and strengthening confidence in IT support services.This role supports a hands-on operational workforce. Candidates who have previously worked with construction, industrial, manufacturing, skilled trades, or field-based employees (such as electricians, plumbers, framers, mechanics, or similar trades) will likely adapt quickly to the environment and be successful in building relationships with end users.Location: Split between our Las Vegas, NV and Jean, NV locations. Regular travel between both sites is required. Candidates must have reliable transportation and be comfortable commuting between locations.BenefitsCompetitive compensation with bonusesGreat health benefitsPaid time offPaid company holidaysStrong company match to 401(k) contributionsTuition reimbursement programPaid parental leaveRESPONSIBILITIES AND DUTIESServiceDeskMainly support users, during available time providing support globallySupport remote locations as assignedPrioritize incoming incidents, requests, and tasks to give realistic and reliable dates to requestorAnalyze, monitor, and resolve those incidents, requests, and tasksEscalate when required to appropriate global group or external vendor/customerTrack all steps through to final resolution in the ITSM system for traceability.Document resolution in knowledge base when relevantFollow up and confirm provided resolution with requestorIn case of on-site support is needed, business trip to other sitesAccomplish most tasks independently and be able to follow standard proceduresGlobal workCo-work with other support members located globallyWork globally in teams to provide/establish global standardsParticipate local/global IT project tasks with global IT teamParticipate to resolutions and find ways to prevent future issues (root cause analysis)Onboarding and training of new IT Support staffBusiness liaisonContinuously looking for improvement in IT-related areas to increase business efficiencyDraft site notices, user guides and trainings to inform users about IT topicsAct as IT representative on local site by frequent communicating to individualsIT Asset ManagementDrafting purchase order and getting quotation from Vendor about IT assets based on user requestMaintain accurate IT asset records, including locations and quantities, and ensure assets are properly managedProvide local site IT budget forecast proposal (capital and expense) including monitoring and documentation,QUALIFICATIONS / REQUIREMENTSTechnical competenciesWorking knowledge of supporting Microsoft office (Outlook, Excel, Word, Skype Teams and SharePoint), Intune or mobile device management systems preferredService Now or other ticketing system experience preferredBasic problem solving, analytical and logical approaching skillsNon-technical competenciesA team player with excellent oral and written communication skillBusiness-level fluency in both English and Spanish is required.Customer service oriented and reliablePro-active, self-starting, making it happen, independent, flexible, multi-tasks, curious for issuesExperience supporting employees in construction, industrial, manufacturing, or skilled trade environments is a plus.Education /Experience:An associate degree in information technology or a related field, or an IT certification, is preferred.At least three years of customer service experience in a fast-paced environment is required.At least six months of experience in an on-site or remote IT support role is preferred.Travel Requirements: Occasional domestic travel may be required, less than 10% of the time.The base compensation range for this role is $27-$30. Base Compensation is influenced by many factors including, but not limited to time in the role, previous experience, skills, knowledge, performance, work requirements, internal equity, and business / economic conditions.#LI-LH1Application Question(s):* This position requires regular travel between Las Vegas, NV and Jean, NV. Do you have reliable transportation and the ability to commute between both locations?* Are you fluent in both English and Spanish and comfortable providing technical support in both languages?* How many years of customer service experience do you have in a fast-paced environment?* How much experience do you have providing IT support (onsite and/or remote)?* Please rate your proficiency in spoken Spanish. Select from these answers: Basic, Conversational, Business Fluent, Native/Professional.* Have you supported employees in any of the following environments? Manufacturing, Construction, Industrial, Skilled Trades, Field Operations, NoneLanguage:* Spanish (Required)Work Location: In person