Bilingual (English/Spanish) IT Support Analyst

About the role

The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Material, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.

About the role

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.

Benefits

• Competitive compensation with bonuses
• Great health benefits
• Paid time off
• Paid company holidays
• Strong company match to 401(k) contributions
• Tuition reimbursement program
• Paid parental leave

Responsibilities and Duties

ServiceDesk

• Mainly support users, during available time providing support globally
• Support remote locations as assigned
• Prioritize incoming incidents, requests, and tasks to give realistic and reliable dates to requestor
• Analyze, monitor, and resolve those incidents, requests, and tasks
• Escalate when required to appropriate global group or external vendor/customer
• Track all steps through to final resolution in the ITSM system for traceability.
• Document resolution in knowledge base when relevant
• Follow up and confirm provided resolution with requestor
• In case of on-site support is needed, business trip to other sites
• Accomplish most tasks independently and be able to follow standard procedures

Global work

• Co-work with other support members located globally
• Work globally in teams to provide/establish global standards
• Participate local/global IT project tasks with global IT team
• Participate to resolutions and find ways to prevent future issues (root cause analysis)
• Onboarding and training of new IT Support staff

Business liaison

• Continuously looking for improvement in IT-related areas to increase business efficiency
• Draft site notices, user guides and trainings to inform users about IT topics
• Act as IT representative on local site by frequent communicating to individuals

IT Asset Management

• Drafting purchase order and getting quotation from Vendor about IT assets based on user request
• Maintain accurate IT asset records, including locations and quantities, and ensure assets are properly managed
• Provide local site IT budget forecast proposal (capital and expense) including monitoring and documentation,

Qualifications / Requirements

Technical competencies

• Working knowledge of supporting Microsoft office (Outlook, Excel, Word, Skype Teams and SharePoint), Intune or mobile device management systems preferred
• Service Now or other ticketing system experience preferred
• Basic problem solving, analytical and logical approaching skills

Non-technical competencies

• A team player with excellent oral and written communication skill
• Business-level fluency in both English and Spanish is required.
• Customer service oriented and reliable
• Pro-active, self-starting, making it happen, independent, flexible, multi-tasks, curious for issues
• Experience 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.

Pay and benefits

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.

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