The Help Desk Technician provides responsive technical assistance for end-user computers and local site needs.  This role must effectively communicate to understand the problem, research and collaborate to find solutions and be able to train the user to prevent issues in the future.

This is an on-site position that requires daily work Monday-Friday at our site in Chesapeake, VA. 

• Serve as the first point of contact for customers seeking technical assistance over the phone, by email, in person, or through the ticketing application.
• Troubleshoot, repair, support, install, maintain, and upgrade all personal computer-based software and hardware, including desktops, laptops, scanners, printers, and other peripherals.
• Resolve minor networking problems, and, when necessary, contact the right parties, such as the technology providers, to escalate the issue and track all tasks geared towards resolving the issue until it is finally resolved.
• Maintain technical issues and inventory by applying tracking systems and creating and maintaining system documentation.
• Perform troubleshooting through diagnostic techniques and pertinent questions through dialogue with customers to determine the best solution.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record issues and problems and their resolution in logs.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Upgrade existing procedures or identify new ones to improve user adoption and reduce work orders across the region.
• Adhere to all company standards, policies, and procedures regarding customer care and safety.
• Promote the organization’s corporate mission, vision, and values in carrying out their work description.
• Carry out additional and related duties that may be assigned by the supervisor or management.

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Education and Experience Requirements:

• 3+ years' experience as a help desk technician.
• Knowledge of internet security and data privacy principles.
• Demonstrated technical understanding of computer systems, mobile devices, printers, and working knowledge of telephony equipment, both desktop and mobile.
• Understanding of Active Directory, and Windows operating systems, and a basic knowledge of local area networking.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills and the ability to discuss various forms of technology with end users.
• Associate degree or equivalent education
• Relevant certifications, such as CompTIA A+ are a plus.
• Knowledge of management (ITSM) processes and organizational principles (e.g., ITIL) desirable.

The salary range for this position is $53,700 - $67,100. Factors such as the scope and responsibilities of the position, the candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence the base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state) if authorization is granted to work outside of the location listed in this posting.

Mitsubishi Chemical Corporation values diversity in the workplace, is committed to a policy of equal employment opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally recognized protected basis under applicable law.
Applicants with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or other applicable laws. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition.