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Mitsubishi Logisnext Americas Inc. · 6 hours ago

Senior Help Desk Technician

Houston, TX

Full-time

Onsite

Senior Level

Mitsubishi Logisnext Americas Inc. is a technology-driven forklift manufacturer that provides scalable products and services in material handling and automation. The Senior Help Desk Technician will provide advanced technical support to users, manage network infrastructure, and resolve technical issues while ensuring timely documentation and resolution of help desk requests.

AutomotiveMachinery ManufacturingManufacturing

No H1B

Responsibilities

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

Qualification

Advanced troubleshootingActive DirectoryO365Application supportHardware/software installationsAsset managementCertifications CiscoCertifications MicrosoftCertifications etc.Windows 10Server 2016/2019Cisco SwitchesVPNDHCPDNSVMsTelecom (PBX)Communication Skills

Required

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

Preferred

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

Benefits

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

Company

Mitsubishi Logisnext Americas Inc.

Mitsubishi Logisnext Americas Inc. is a leading manufacturer and distributor of forklifts in North, Central and South America. It is a sub-organization of Caterpillar.

Founded in 1992