IT Service Specialist I

The Asahi Kasei Group operates with a commitment of creating for tomorrow.  Our business sectors, Materials, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.

Asahi Kasei Therapeutics is the global specialty pharmaceutical business of Asahi Kasei. We are a commercial-stage company committed to positively impacting health by expanding therapeutic options that improve the lives of patients around the world. Drawing upon our strong heritage of scientific innovation, we aim to help reshape care in transplantation, nephrology, immunology, infectious diseases and other underserved conditions.

Job Description:

The IT Service Specialist I supports global workplace services with a primary focus on Tier 1 end-user support and guided Tier 2 troubleshooting. The role handles routine service requests, assists with user access and device lifecycle activities, and supports IT initiatives such as device deployments, system rollouts, and migrations. The position maintains helpdesk standards, documents support activity, manages assigned hardware inventory tasks, and communicates clearly with employees and IT colleagues to help meet service goals and KPIs.

SUMMARY OF KEY RESPOSIBILITIES:

End-User Support & Incident Resolution

• Provide Tier 1 on-site and remote support for laptops, mobile devices, email, and common enterprise applications, with guidance for more complex Tier 2 issues
• Troubleshoot common authentication, access, and device issues, such as password resets, BitLocker recovery, and Outlook or iOS configuration
• Assist with Microsoft 365 issues such as missing email, mailbox access, or service interruptions, escalating advanced issues when needed
• Gather diagnostics, screenshots, and logs and document troubleshooting steps before escalation

User Provisioning & Access Management

• Process approved access requests for Microsoft 365, email, and other enterprise systems using established procedures
• Confirm access requirements with business and IT stakeholders and escalate unclear or nonstandard requests
• Support consistent onboarding and offboarding activities and suggest practical process improvements
• 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)
• Monitor assigned hardware inventory and notify the appropriate team member when stock levels or records require attention
• Provide standard setup guidance, migration instructions, and user communications for hardware rollouts
• Follow established device policies and IT operational controls and report compliance issues

IT Migrations & Transformation Initiatives

• Assist with Microsoft 365 and workplace technology projects, including device deployments, migrations, and system rollouts
• Update work instructions, knowledge articles, inventory records, and other operational documentation
• Provide status updates on assigned actions and work with vendors or internal IT under the direction of the team lead

Communication and User Enablement

• Prepare employee communications using approved templates for 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
• Collaborate with IT colleagues, vendors, and business stakeholders to complete assigned service delivery tasks
• Participate in IT operational and project meetings as needed and contribute updates from assigned work

Service Improvement & Documentation

• Create and maintain knowledge articles, user guides, and standard workarounds for common issues
• Share observations and suggestions that may improve support processes and the user experience
• Assist with peer knowledge sharing and onboarding activities when requested

CORE COMPETENCIES:

• Clear verbal and written communication skills with the ability to explain technical steps to end users
• Strong customer service orientation and ability to manage multiple support requests
• Dependability, attention to detail, and follow-through on assigned tasks
• Ability to follow documented procedures, recognize when to escalate, and work effectively with others
• Desire and drive for continuous education and improvement of skills and responsibilities

REQUIRED QUALIFICATIONS AND SKILLS:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related discipline
• 1-3 years of IT support, helpdesk, desktop support, or related customer service experience; relevant internships or technical training may be considered
• Experience supporting users in a business environment; exposure to device deployments or migrations
• Working knowledge of Microsoft 365, Windows, iOS mobile devices, and common troubleshooting tools; admin experience with Intune or Entra ID is a plus
• Experience with an ITSM to manage tickets, SLAs, etc. Experience with Halo ITSM specifically is a plus.
• Relevant certifications, such as CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundation, are a plus but not required
• Ability and willingness to learn established IT service management processes and tools
• Experience supporting users outside the US is helpful but not required.

Travel Requirements: Limited travel is required, estimated at up to 5% of the time.

The annual base compensation range for this role is $70,00 - $85,000. 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.

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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.