IT Service Desk Technician II

IT Service Desk Technician II

Nippon Seiki is a world-class manufacturer of instruments for vehicles, agricultural, and construction equipment. Established in 1945, Nippon Seiki Co., Ltd. is headquartered in Japan, with numerous facilities worldwide. N.S. International, Ltd. ("NSI"), a group company of Nippon Seiki, located in Troy, MI, is a tier one supplier of instrument clusters and head-up display units for FCA US, General Motors, BMW, Honda, Harley Davidson, Suzuki, Polaris, Arctic Cat and other OEM's.

The service desk technician ensures optimal end-user productivity by maintaining and monitoring devices across the regional network. This role provides advanced technical support through proactive maintenance, software installation, and troubleshooting of hardware, applications, and network connectivity. Responsibilities include assisting staff with company-supported applications and devices, diagnosing issues, implementing solutions, and advising on best practices. Additionally, the technician assists other service desk team members, and creates and maintains accurate documentation for processes, troubleshooting steps, and subject knowledge to enhance team efficiency and user experience.

Major duties/responsibilities include:

• Providing regional service desk support by responding to tickets issued through the ITSM (IT Service Management) platform and resolving issues to the end user's satisfaction. This includes troubleshooting technical problems that involve hardware, software, or network related issues.
• Creating and maintaining user and computer accounts in Active Directory, including assigning application access, ensuring security, and confirming privileges are within standards.
• Providing guidance to other service desk team members that require additional IT knowledge to solve. Creates and maintains accurate documentation for processes, troubleshooting steps, and subject knowledge.
• Performing and/or overseeing software and application installation and upgrades as well as coordinating assistance from third parties when necessary.
• Providing IT orientation and training to new and existing company staff.

Education, experience and knowledge required and/or preferred level of education, knowledge and skills that are necessary:

• Technical / vocational schooling or equivalent applicable work experience
• 3+ years professional IT service desk experience, including demonstrated proficiency in supporting some or all of the following:
• Following ITIL practices using ITSM platforms such as ServiceNow, Fresh Service, Jira, or Zendesk.
• Troubleshooting complex hardware, software, and network issues.
• Supporting enterprise applications, Windows desktop environments, and mobile devices.
• RBAC using Microsoft Active Directory & Entra ID
• Microsoft Office Suite, including Visio and Project
• Cybersecurity, Antivirus, antimalware, and IT Management tools
• IT equipment, software, and endpoint inventory maintenance
• Industry certification (A+, Network+, MCP, etc.) is preferred
• Observation, understanding, and execution of applicable company ISO/IATF certification standards related to the role and impact on the overall organization.

NSI Competencies:

• Adaptation/Flexibility: Includes keeping an open mind regarding new ideas and ways of doing things. Willing to consider alternative interpretations or ways of looking at the situation. Demonstrating flexibility.
• Initiative/Results Driven: Includes setting high standards of performance for self and others. Striving to accomplish goals even if it means personal sacrifice. Putting the goals of the organization above own goals.
• Judgment/Decision Making: Includes making decisions and takes actions that have beneficial impact. Effectively evaluating information in order to come up with sound conclusions and recommendations.
• Resource Management: Includes setting clear objectives to guide action for self or others to accomplish goals. Organizing or adjusting information, people and materials to meet those goals.
• Team Work: Includes encouraging and supporting the ideas and effort of others. Finding ways to help the team or group perform effectively.

Work hours: Monday-Friday, 8 am – 5pm. Off-hours as needed. Hybrid position, 2 days onsite / 3 days offsite.

Travel requirements: 5% international and/or domestic. If domestic travel is necessary, valid drivers' license is required. If international travel is necessary, valid passport is required.

NSI is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.