Service Desk Consultant — Frontline IT Support & Growth

Hitachi; United States; Remote; USD 52,000 - 75,000; Full time

Benefits offered by this job

Flexible work arrangements

Health benefits

Job summary

Hitachi is seeking an IT Service Desk professional to join the Enterprise Applications team. You will be the frontline support for end users, resolving issues across hardware, software, and accounts to maintain a seamless technology experience.

You'll work with ServiceNow/Zendesk/Jira and collaborate with infrastructure, application, and security teams to uphold high service standards and user satisfaction.

Qualifications

• Experience in customer service/help desk environments.
• Working knowledge of Windows and Mac operating systems.
• Familiar with Microsoft 365 applications and business tech.
• Experience with ticketing platforms (ServiceNow, Zendesk, Jira Service Management).
• Understanding of Active Directory and account administration.
• Basic networking concepts and troubleshooting methods.
• Excellent communication and documentation skills.
• Willingness to learn and grow in IT support.

Responsibilities

• Serve as the first point of contact for end users via phone, email, chat, and tickets.
• Troubleshoot Tier 1 hardware, software, printers, MS 365, account access, and basic networking.
• Perform user account administration: passwords, unlocks, onboarding/offboarding, provisioning.
• Escalate complex incidents to Tier 2/3 with proper documentation.
• Monitor queues, maintain SLA, provide status updates, and contribute to service improvements.

Skills

Customer service

Windows & MacOS

Microsoft 365

Ticketing systems

Active Directory

Networking basics

Documentation

Communication

Tools

ServiceNow

Zendesk

Jira Service Management

Job description

Hitachi is seeking an IT Service Desk professional to join the Enterprise Applications team. You will be the frontline support for end users, resolving issues across hardware, software, and accounts to maintain a seamless technology experience.

You'll work with ServiceNow/Zendesk/Jira and collaborate with infrastructure, application, and security teams to uphold high service standards and user satisfaction.