Help Desk Lead - Kyoto : Temple University, Japan Campus : Find jobs in Japan on Daijob.com
【Overview of Position】 Information Technology Services (ITS) provides IT related technical supports for all of Temple University, Japan Campus. Our IT Operations (Help Desk) team, which provides front line technical support, manages the in-classroom technology and our computer labs. The person in this position will play a key role as a leading member of IT Operations (Help Desk) team under the direction of the IT Operations Manager. The main role is to ensure smooth operations of Help Desk in Kyoto campus, and provide first-level support to TUJ staff, faculty, and students for computing and audio-visual equipment. 【Primary Responsibilities】 -Serve as the main contact between the Kyoto Help Desk team and other departments -Provide initial technical support to end users -Manage the Kyoto Help Desk team roster, smooth scheduling and student worker schedules -Assist with procurement and asset management -Identify and implement improvement opportunities -Handle support tickets and manage PC and Macintosh computer labs -Support audio-visual equipment setup and troubleshooting -Regularly update staff and faculty computers -Contact vendors for support in Japanese and English -Assist with IT or AV hardware installations -Create and update user manuals and guides -Provide IT onboarding support and orientations for new employees -Perform other duties as assigned Company Info: Temple University is a top-tier, globally ranked public research university that maintains a multi-campus system extending from Pennsylvania (USA) to Rome to Japan. Currently, Temple is ranked in the top 50 of all public universities in the United States and top 400 of all universities globally. Working Hours: 【Work Hours】 37.5 hours per week (7.5-hour shift) 【Helpdesk Operating Hours】 <During Semester> 08:00 to 19:30 Monday to Friday 09:00 to 17:00 Saturday <During Semester Break> 09:00 to 17:30 Monday to Friday *Includes shifts to support adhoc events during nights, Saturday and Sunday. 【Shift Schedule】 Work one of three shifts below in rotation on a weekly basis. Subject to change. <During Semester> Monday to Friday (1) Opening shift: 08:00 – 16:30 (2) Closing shift: 11:00 – 19:30 Saturday (3) Weekend shift: 08:30 – 17:00 *Employees will be given a substitute holiday on a weekday when working on a weekend. <During Semester Break> Monday to Friday (1) Opening shift: 08:30 – 17:30 (2) Closing shift: 09:30 – 18:00 Job Requirements: 【Qualifications & Experiences】 -Ability to provide professional, approachable, and patient support to students, faculty, and staff -Business-level English proficiency or higher: TUJ is an American institution in Japan, and all administrative work is conducted in American English -Minimum of 3 years’ experience in technical support -Experience with supporting Microsoft Windows, Apple MacOS and Office 365 applications -Understanding of live streaming, and AV equipment -Experience with ticket tracking systems -Experience in an IT Help Desk team role -Proficient and quick with verbal and written communication -Strong problem-solving and customer service skills -Self-motivated team player with attention to detail and professionalism 【Preferred Qualifications】 -Business-level Japanese proficiency -Experience with basic network equipment Other Salary Description: Salary commensurate with experience, plus transportation.
