Position
Help Desk Lead
Department
Information Technology Services (IT Operations)
Position type
Full-time
Location
Kyoto (Fujinomori station)
Report to
IT Operations Manager
Work hours
37.5 Hours Per Week
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 ad hoc 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
VISA REQUIREMENT
Temple University, Japan Campus (TUJ) is able to sponsor a visa for this position.
SALARY & BENEFITS
Salary commensurate with experience.
Eleven (11) days paid vacation in the first fiscal year (July-June) increasing to 20 days after 6 years of employment, plus 5 paid “personal and sick days” each year. In addition, approximately two weeks company-wide break over Christmas/New Year. Japanese social insurance and pension, commuting/telework allowance, a welfare-discount program membership, retirement payment system and tuition benefits for Temple University, Japan Campus (TUJ) programs.
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
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 ＆ EXPERIENCE
- Business-level Japanese proficiency
- Experience with basic network equipment