IT Service Specialist

Company:

Job Description:

End-User Support & Incident Resolution

Provide Tier 1 (On-site) and 2 technical support for escalated issues involving laptops, mobile devices, email, and enterprise applications

Troubleshoot and resolve authentication, access, and device-related issues (e.g., BitLocker recovery, Outlook/iOS configuration)

Investigate and diagnose advanced Microsoft365 issues such as missing emails, mailbox inconsistencies, or service interruptions

Support users during live issues by gathering diagnostics, screenshots, and logs

User Provisioning & Access Management

Coordinate and fulfill access requests for enterprise systems (e.g., Microsoft 365, email systems)

Partner with business and/or IT stakeholders to understand access requirements and ensure appropriate provisioning

Collaborate with your leader to continuously improve onboarding and offboarding execution efficiency.

Assist with account lifecycle tasks including onboarding, offboarding, updates, and migrations

Device Lifecycle & Mobility Management

Support deployment, shipment, and return of corporate devices (laptops, iPhones, iPads)

Ensure we have agreed levels of hardware inventory to ensure life-cycle demand

Provide guidance, migration instructions, and user communications for hardware rollouts

Manage device-related policy enforcement and compliance with established IT operation controls

IT Migrations & Transformation Initiatives

Execute and support enterprise transformation projects (Microsoft365 environment)

Update relevant operations documentation (Work instructions, Architecture, knowledge, etc.)

Communicate status of assigned actions to relevant leader and take ownership to collaborate on issues with vendors or internal IT.

Communication & User Enablement

Draft and send targeted communications to employees regarding IT changes, action items, and policies

Provide clear instructions for end users during onboarding or transitions (e.g., orientation, device setup, system updates)

Respond to user inquiries with guidance, troubleshooting steps, and follow-up actions

Collaboration & Cross-Team Coordination

Work closely with IT leadership, vendors, and business stakeholders to execute service delivery tasks

Participate in IT operational meetings, CAB reviews, and project discussions as a subject matter contributor

Service Improvement & Documentation

Create and maintain technical documentation, user guides, and workarounds for common issues

Identify opportunities to improve service delivery processes and user experience

Assist in training and onboarding new IT staff or contractors

Strong troubleshooting and analytical skills across Microsoft 365 and endpoint devices

Effective communication skills (technical → business translation)

Customer service orientation with ability to manage high-volume support

·Ownership and follow-through on complex tasks and escalations

Ability to coordinate incidents and service requests across multiple stakeholders and concurrent workstreams

4+ years of IT support or service delivery experience

B.S. / B.A. in business, computer science or other disciple preferred but not required

Experience supporting enterprise environments and migrations

Solid understanding of M365 administration, endpoint management, enterprise applications, and troubleshooting tools

Relevant certifications (e.g., Microsoft, Azure, Intune, etc.) preferred

ITIL Foundation skills preferred

Experience in working with users outside the US is preferred

#Hybrid

#LI-AS1

The annual base compensation range for this role is $70,000 - $85,000 and is classified as hourly non-exempt 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. As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.

As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.