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…