Job Description

IT User Support Specialist (Japanese Bilingual)

Location: New York, NY

Work Style: Hybrid (Minimum 3 days/week in-office; additional in-office days as needed)

Division: Customer Support Division

Employment Type: Full-time | Exempt

Salary Range: $72,000 $76,000 / year

Target Bonus: 6% (based on company, division, and individual performance)

Working Hours: MondayFriday, 9:00 AM 5:00 PM

Benefits: Medical, Dental, Vision Insurance, 401(k), PTO, and more

Experience Level: 13 years

About the Role

Provide technical assistance and support for incoming inquiries and issues related to computer systems, software, and hardware. Respond to support requests in person, by phone, or via email. Install, configure, modify, and repair computer hardware and software, and provide basic user training on computers and telecommunications systems.

Key Responsibilities

Serve as the first point of contact for IT-related inquiries via phone, email, or in person
Provide remote and onsite troubleshooting using diagnostic techniques
Install, configure, modify, and repair computer hardware and software
Identify issues, determine appropriate solutions, and guide users through problem resolution
Escalate unresolved issues to the appropriate next-level support teams
Record incidents, resolutions, and follow-ups in the ticketing system
Manage password resets and basic account support
Reimage PCs and replace or repair damaged hardware as needed
Prepare and maintain technical documentation, FAQs, and user guides
Train users on proper use of hardware, software, and IT systems
Share user feedback and suggest improvements to internal procedures

Required Skills & Qualifications

Bilingual: Fluent in English and business-level Japanese
13 years of experience in IT user support, help desk, or desktop support
Basic knowledge of computer hardware, operating systems, and common business applications
Strong communication and customer service skills
Ability to troubleshoot issues methodically and explain solutions clearly to non-technical users

Job Tags

Full time, Part time, Work at office, Remote work, 3 days per week,

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