The IT Help Desk role is a hands-on opportunity for an IT support professional who enjoys helping users resolve day-to-day technical issues. This onsite position serves as the first point of contact for hardware, software, and system-related support, while also contributing to documentation, user training, and process improvement.
Responsibilities
Serve as the first point of contact for IT support via phone and email
Perform remote and onsite troubleshooting for hardware, software, and system-related issues
Analyze issues, identify appropriate solutions, and escalate unresolved cases to higher-level support when needed
Provide accurate information on IT products and services
Record and track incidents and progress in the ticketing system, including follow-up and status updates for users
Install, configure, and repair hardware and software
Create and maintain technical documentation and FAQs, manage passwords, and provide user training
Requirements
Business-level proficiency in both Japanese and English, with Japanese reading and writing skills required
Experience in IT support or a related field
Tier 1 support experience is preferred
Basic knowledge of hardware and software systems
Strong communication and customer service skills
Ability to work onsite in New York
Benefits
Medical, dental, and vision insurance
401(k) retirement plan
Other benefits
About the company
A U.S.-based company in the information technology industry, this organization provides IT services including consulting, application implementation, project management, infrastructure and network support, system management, and helpdesk operations. Its service areas also include customer support, security, and IT governance.