Senior Desktop Systems Specialist

Location:

Santa Clara, California, United States

Job ID:

R0027839

Date Posted:

2023-07-20

Company Name:

HITACHI AMERICA, LTD.

Profession (Job Category):

IT, Telecom & Internet

Job Schedule: 

Full time

Remote:

No

Job Description:

Senior Desktop Systems Specialist

Company: Hitachi America, Ltd.

Division: ITSS

Location: Santa Clara, CA

Status: Regular Full time

The Company

Hitachi drives Social Innovation Business, creating a sustainable society through the use of data and technology. We solve customers' and society's challenges with Lumada solutions leveraging IT, OT (Operational Technology) and products. Hitachi operates under the business structure of “Digital Systems & Services” - supporting our customers’ digital transformation; “Green Energy & Mobility” - contributing to a decarbonized society through energy and railway systems, and “Connective Industries” - connecting products through digital technology to provide solutions in various industries. Driven by Digital, Green, and Innovation, we aim for growth through co-creation with our customers. The company’s consolidated revenues for fiscal year 2022 (ended March 31, 2023) totaled 10,881.1 billion yen, with 696 consolidated subsidiaries and approximately 320,000 employees worldwide. For more information on Hitachi, please visit the company's website at https://www.hitachi.com.

Summary:

Hitachi America, Ltd. (www.hitachi-america.us) is looking for a Senior Desktop Systems Specialist to work in our IT Group.    As part of the Customer Care team within Hitachi America’s (www.hitachi-america.us) ITSS Division, this role will be responsible for performing day-to-day operations of a Client Support team for ITSS customers. Client support includes a wide range of services including desktop support, network support, service desk, hardware and software maintenance. The individual in this role will act as part of a geographically distributed technical team of IT support personnel comprised of employees and contractors.  The Senior Desktop Specialist will provide dedicated executive support, assist team members with issues, and implement initiatives to provide high quality support to the customers. As part of this role, the senior specialist will be responsible for handling issues escalated from other desktop system specialist or other level 2 & 3 teams (network, windows, SAP, etc.). The individual will occasionally be responsible for leading IT projects for customer support team. The role will also include working with vendors, partners, and customer groups to identify and remediate defects in products/services. This role requires strong technical skills, self-sufficiency, and operational management skills as well as a focus on resolving customer problems while providing exceptional customer experiences to end-users.

Key Responsibilities:

• Provide operational support for Business Units and customers including but not limited to: walk-ups, remote and in person: diagnosis, break/fix support, request fulfillment, how-to dialog, and project support

• Troubleshoot and resolve endpoint issues, install and support the systems, support collaboration applications and assist with day-to-day operations.

• Deliver “White-Glove” IT support for VIP, executives, and their support teams.

• Helpdesk vendor management by monitoring queue and ensure vendor maintains SLA and high level of customer satisfaction.

• Analyze helpdesk tickets, find common issues, and deploy system-based solution to eliminate the issues. Escalation of issues to relevant teams where appropriate.

• Responsible for customer queries/issues related to Mac, Windows, and mobile device platform and apps support [Intune, JAMF, O365, Outlook, OKTA, Zscaler, Zoom, Druva, Adobe, Active Directory]

• Serve as a point of contact as subject matter experts on technology, processes or procedures in Client Services

• Role involves scheduled on-call after-hours support, as well as periodic off-site support, including meetings, and conferences

• Audio & Video Support for Executive meetings, including presentation setup, demos, and video conferencing

• Researches and analyzes IT requests from various departments and locations, research and test various potential solutions and makes recommendations.

• Coordinates and provides hands-on support in conjunction with other IT support teams from infrastructure and applications.

• Provide project ov