Information Systems Analyst - Onsite - Grand Rapids, MI

Are you looking for an organization that empowers its team members to learn, grow and make a genuine impact? Is work/life balance important to you? At Kawasaki, we offer this and so much more. The Engine Division of Kawasaki Motors Corp, headquartered in Grand Rapids, MI is seeking an Information Systems Analyst to join our team. 

In this role, you will take a forward-thinking approach to ensure the effective operation of computer systems and office productivity technologies. You will troubleshoot and resolve technical issues, analyze root causes, and partner with Systems Architects and Engineers to develop scalable, repeatable solutions.

You will also support end users by providing guidance on IT systems, software, office productivity tools, and audio/visual equipment. This position plays a role in delivering excellent internal customer service by responding to Help Desk calls and cases, gathering requirements, and documenting processes and procedures.

This position is based onsite in Grand Rapids, MI. Relocation assistance may be offered on a case-by-case basis.

Responsibilities: 

• Follow all company IT Policies & Procedures, Quality, Environmental, and Production System compliance regulations.
• Display higher proficiency with computers and computer applications, including Windows and MacOS, Microsoft Office 365 suite, Salesforce, Cisco networking equipment, Amazon Connect Telephony, SmartDeploy software distribution, and quickly build an understanding of internally supported applications.
• Able to diagnose and correct most levels of issues with hardware and software, and create instructional materials as needed.
• Quickly familiarize oneself with the underlying workflow requirements for various departmental interfaces.
• Understand standard business systems (e.g., ERP, CRM, omni-channel communications (both digital and analog)) through initiative- and self-improvement-based activities.
• Responsible for accepting Help Desk calls on-site or on a rotational schedule for all products, systems, and software that the Engines Division IT team supports.
• Provide staff and end users with assistance in resolving computer-related problems, including hardware malfunctions and software issues.
• Maintain and monitor computer programs and systems, proactively correcting errors, making necessary modifications, and/or recommending changes.
• Using initiative, document and revise system procedures, test procedures, knowledge base articles, and departmental standards.
• Proactively assist in the review of programs and systems before operational deployment.
• Maintain cutting-edge working knowledge of technology trends through self-study, manuals, periodicals, and technical reports to meet staff and user requirements.
• Perform intermediate to advanced network support and security activities, including (but not limited to): Active Directory and other software account maintenance, network monitoring and maintenance, device networking maintenance, and cybersecurity controls.
• Evaluate and recommend computer software or hardware needed to standardize the setup, improvement, or alteration of existing business and end-user systems.
• Install and maintain new and existing equipment (phones, PCs, accessories and peripherals, work productivity equipment).
• Train users and answer questions with advanced knowledge and background or published content.

Education and Experience:

• A bachelor's degree in computer science or a related field.
• 3+ years' experience or exposure to networking- and help-desk-related work.
• Experience with Cisco Meraki networking equipment (the list includes, but is not limited to: Wireless Access Points, Switches, Web console), Palo Alto firewall equipment, Global Protect VPN software, and SolarWinds management console.
• Experience installing, configuring, and administering network technologies.
• Experience with network wiring (tracing, installation, and terminating) and managing wiring runs.
• Experience across multiple PC manufacturers and models, peripherals, and equipment.
• Experience with Windows 10 and Windows 11, Windows Server 2019 and above, Microsoft 365 applications, Power BI, Active Directory, macOS v10. x and above, SmartDeploy, JAMF, Dassault Systèmes software, Airtame streaming products, and Salesforce and associated products.
• Experience with disaster recovery processes.
• Experience with virus and malware protection and eradication.
• Experience with security analysis and implementation of recommendations.
• Experience with monitoring and resolving Quality of Service (QoS) across the network, making recommendations for improved performance, and implementing changes.
• Experience with monitoring network performance and implementing changes to optimize performance.
• Experience in creating networking and other technical diagrams.

Other Qualifications:

• Able to demonstrate a positive attitude, show initiative, be self-motivated, and be able to work as part of a team.
• Attendance must be maintained at a consistent level.
• A pleasant phone demeanor is required.
• Staying calm under pressure is critical.
• Adding a human touch is required to complement technology.
• Excellent documentation and organizational habits for triaging and prioritizing work.
• Incredible empathy and listening skills.
• Excellent troubleshooting process and experience.
• Ability to think quickly, take appropriate action, and be flexible in changing priorities.
• Ability to assess risk and take appropriate actions.
• Ability to converse and interact with a wide variety of personalities and technical skill sets.
• Must have critical thinking skills.

Who We Are:

The Engine Division of Kawasaki Motors Corp, headquartered in Grand Rapids, MI supports 4-cycle engines commonly used in the lawn and garden industry. Please visit https://kawasakienginesusa.com/ for more information.

What We Offer:

Your health and wellness are important to you - and to us. That's why we provide a comprehensive benefits program for you (and your family) in mind.

• Good work/life balance
• Flexible Schedules
• Employee Referral Program
• Summer Hours
• Employee Assistance Program
• Medical, dental and vision plans
• Life Insurance
• 401k
• Generous Time Off
• Ongoing Training and Development
• Educational Assistance
• Team Member Product Purchase Program