Technical Resource Center Analyst - hitachi

Function

Job description

The Technical Resource Center Analyst provides first-level technical support, troubleshooting, and problem resolution for Hitachi, Ltd. employees and systems.

The Role

Respond to and resolve technical support requests received via phone, email, and ticketing system.

Provide initial diagnosis and troubleshooting for hardware, software, network, and application issues.

Escalate complex or unresolved issues to appropriate senior technical staff or specialized support teams.

Document all support interactions, resolutions, and troubleshooting steps in the IT service management system.

Assist with user account management, password resets, and access control.

Provide basic guidance and training to users on common software applications and IT procedures.

Monitor IT systems and infrastructure for potential issues and proactively address them where possible.

Participate in creating and updating technical documentation and knowledge base articles.

Adhere to IT policies, procedures, and security best practices.

What You’ll Bring

High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

1-2 years of experience in a technical support or help desk role.

Strong understanding of Windows operating systems and Microsoft Office Suite.

Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).

Familiarity with IT service management tools (e.g., ServiceNow, Jira Service Desk).

Excellent problem-solving and analytical skills.

Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.

Customer-focused attitude with a commitment to providing high-quality service.

Ability to work independently and as part of a team in a fast-paced environment.

CompTIA A+, ITIL Foundation, or equivalent certifications are a plus.

#LI-FC2

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you