POSITION
Help Desk
DEPARTMENT
Information Technology Services
REPORT TO
Director of IT Operations
POSITION TYPE
Full-time
LOCATION
City Campus (Sangen-jaya station) or Hillside Center (Mizonokuchi station)
*TUJ has two work locations in Tokyo area. In principle, a primary work location will be considered and assigned based on TUJ’s needs and the candidate’s preference at the time of application and employment.
WORK HOURS
37.5 hours per week
HELPDESK OPERATING HOURS
During Semester
Monday to Friday: 08:30 – 19:30
Saturday: 09:00 – 16:30
During Semester Break
Monday to Friday: 09:00 – 17:30
SHIFT SCHEDULE
- Work on one of the following shifts on a weekly rotation basis
- Employees will be given a substitute holiday on a weekday when working on a weekend
- Shifts may occasionally change to support evening or weekend events
During Semester
Monday to Friday
(1) Opening shift: 08:30 – 16:30
(2) Closing shift: 11:00 – 19:30
Saturday
(3) Weekend shift: 08:30 – 17:00
During Semester Break
Monday to Friday
(1) Opening shift: 08:30 – 17:00
(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
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
Provide the first level of support for TUJ staff, faculty and students to ensure the best possible computing experience.
Help Desk operates across TUJ’s City Campus, Kyoto and the newly established Hillside Center. While a primary work location will be assigned at start of employment, staff members are expected to work occasionally and flexibly across locations as needed to support university operations.
PRIMARY RESPONSIBILITIES
- Provide Level 1 (L1) IT support for end users (students / staff / faculty) with inquiries/requests ranging from but not limited to end user account access, campus network connectivity, office/classroom workstations and audio-visual equipment
- Log and monitor work orders via ticket system for requests/inquiries received via phone call, chat, emails and walk-ins
- Setup desktop PCs or Mac workstations in classrooms and offices (imaging, software installation)
- Provide audio-visual equipment support for classes or university events
- Contact local vendors for parts ordering, office IT equipment repair
- Create and update knowledge base, user manuals for information sharing
- Manage and facilitate IT equipment rentals
- Experience programming in Python, Bash, SQL
- IT tasks and projects assigned by management
QUALIFICATIONS AND EXPERIENCE
- Business-level communication skills both English and Japanese (spoken and written). Fluent Japanese is preferred
- Experience troubleshooting Windows and/or MacOS environments
- Experience supporting Microsoft Office applications
- Basic knowledge and experience supporting network connectivity trouble shooting
- Experience supporting office equipment such as printers
- Strong problem-solving skills and customer service skills
- Self-motivated, proactive, and able to work effectively in a team environment