Technical Resource Center Analyst

About the role

The Technical Resource Center Analyst provides first-level technical support, troubleshooting and problem resolution for Hitachi, Ltd. employees and systems. The role handles requests received by phone, email and ticketing system, and works within the GCSS function.

Key responsibilities

• 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 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 address them proactively where possible.
• Participate in creating and updating technical documentation and knowledge base articles.
• Adhere to IT policies, procedures and security best practices.

Required profile

• High school diploma or equivalent; an Associate's or Bachelor's degree in Information Technology, Computer Science or a related field is preferred.
• 1-2 years of experience in a technical support or help desk role.
• Excellent problem-solving and analytical skills, strong verbal and written communication, and customer-focused attitude.
• Ability to work independently and as part of a team in a fast-paced environment.

Required skills

• 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 such as ServiceNow and Jira Service Desk.
• Experience with compute, enterprise servers, data center infrastructure and virtual machines.
• Certifications such as CompTIA A+, ITIL Foundation, AWS, Azure or GCP are a plus.