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Kawasaki Engines USA · 3 days ago

IT Help Desk Analyst

Grand Rapids, Michigan, United States

Full-time

Onsite

Entry, Mid Level

2+ years exp

Kawasaki Engines USA is seeking an IT Help Desk Analyst to join their Engine Division located in Grand Rapids, MI. This role involves providing support for end-users, resolving IT-related issues, and ensuring the proper functioning of computer systems and office productivity equipment.

CommercialField SupportLandscapingManufacturing

Responsibilities

Follow all company IT Policies & Procedures, Quality, Environmental, and Production System compliance regulations

Display appropriate proficiency with computers and computer applications, including Windows and MacOS operating systems, Microsoft Office 365 suite of products, Salesforce and related products, Cisco networking equipment and software, Amazon web services products, and internally built applications

Quickly diagnose and correct minor and intermediate issues with hardware and software and create instructional materials as needed

Able to understand the underlying workflow requirements for various departmental interfaces

Understand standard business systems (i.e., ERP, CRM, communications (both digital and analog)

Accept Help Desk calls on-site or remotely for all products, systems, and software that the Engines Division IT team supports

Provide on-site staff and remote end-users with assistance solving computer-related problems, such as hardware malfunctions and software program issues

With oversight, maintain and monitor computer programs and systems, correcting errors and making necessary modifications and/or recommend changes

Using initiative, document and revise system procedures, test procedures, and departmental standards

Assist in the review of programs and systems before operational deployment

Maintain continual working knowledge of technology trends through manuals, periodicals, and technical reports to meet staff and end-user requirements

Perform basic to intermediate network support and security activities

Evaluate and recommend computer software or hardware needed to set up, improve, or alter existing business and end-user systems

Install and maintain new and existing equipment

Train users and answer questions

Qualification

Cisco networking equipmentWindows 10/11Microsoft 365SalesforceActive DirectoryMacOSNetwork supportVirus protectionAttention to detailConfidentiality

Required

Bachelor's degree in computer-related field with two years of experience or two-year associate degree with four years of experience

Knowledge of or experience with Cisco Meraki networking equipment (can include, but is not all-inclusive: Wireless Access Points, Switches, Web console), Palo Alto firewall equipment and Global Protect VPN software, and SolarWinds management console

Experience installing, configuring, and administering network technologies

Experience with network and managing wiring runs

Experience across multiple PC manufacturers and models, peripherals, and equipment

Experience with Windows 10, Windows 11, Windows Server 2019 and above, Microsoft 365 applications, Active Directory, MacOS v10.x and above, and Salesforce and associated products

Experience with disaster recovery processes

Experience with virus and malware protection and eradication

Experience with security analysis and implementation of recommendations

Experience with monitoring Quality of Service (QoS) across the network, making recommendations for improved performance, and implementing changes

Experience with monitoring network performance and implementing changes to optimize performance

Strong attention to detail

Maintain high level of confidentiality