IT User Support Specialist; TierHelpdesk -Japanese Bilingual

IT User Support Specialist (Tier1 Helpdesk) - Japanese Bilingual

Position: IT User Support Specialist (Tier1 Helpdesk)-Japanese Bilingual

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Train customers on proper use of hardware and software
• Prepare FAQ manuals
• Install and Configure Hardware and Software Component
• Troubleshoot Hardware and Software inquiries
• Repair and Replace damaged hardware
  
  Reimage PC to repair software issues
• Provide and update technical documentation
• Password management

9:00-17:00 (Hybrid – Min 3 days/week in the office: Might require more office attendance for training purpose or if the business requires.)

Manhattan, NY

$72-76K+bonus
Insurance (Medical, Dental, Vision), 401K, Volunteer Leave, Education Assistance, PTO

Saturday, Sunday, Holiday

• Bilingual (English and Japanese) in oral and written communication skills.
• 1-3 years of IT User support experience is required.
• Basic knowledge on the fundamental concepts, practices, and procedures of Help Desk support.
• Basic knowledge of setup, installation, configuration, and deployment of hardware and software.
• Basic problem solving and analytical skills.
• Strong documentation skills.
• Strong verbal communication skills.