IT Support Specialist

The IT Support Specialist is responsible for supporting daily IT operations and maintaining a productive digital workplace environment. This role coordinates IT asset management, hardware purchasing activities, vendor communications, invoice processing, user administration, onboarding and offboarding activities, and endpoint lifecycle operations. The position also supports Microsoft 365 and Active Directory administration and works closely with local IT staff, outsourced support providers, and Japan-based IT teams.

• Provide Technical Support:
  Respond to digital and technical support inquiries and complaints. Diagnose and resolve issues with hardware (laptops, desktops, mobile devices), software, and network connectivity.
• Manage Digital Tools:
• Support Microsoft 365 and Active Directory administration activities, including user account management, permission changes, license assignment coordination, and user onboarding/offboarding tasks.
• Ensure Cybersecurity:
  Support cybersecurity measures by ensuring user devices are secure. This includes helping with multi-factor authentication setup, verifying security patches are installed, and assisting with data security best practices. Help users understand and follow company security policies.
• Manage Endpoints:
  Focus on the full lifecycle of company devices—from setting up new computers and managing software updates to decommissioning old hardware.
• Maintain Accountability:
  Create and update support tickets according to documented processes and procedures. Maintain ownership and accountability for issues until they are fully resolved or handed off to other departments.
• Communicate and Collaborate:
  Maintain open communication with technical teams to ensure timely problem resolution and customer satisfaction. Maintain confidentiality regarding all customer and company data, and foster a positive and collaborative culture.
• Asset Management:
  Maintain accurate IT asset inventories, including user assignments, locations, warranty information, lifecycle status, and asset recovery records.
• Procurement Coordination:
  Coordinate hardware purchasing activities, including obtaining quotations, preparing purchase requests, tracking deliveries, and maintaining procurement records.
• Invoice Processing:
  Review, track, and coordinate IT-related invoices and purchasing documentation. Work with vendors, Finance, and management to support timely processing and record retention.
• Vendor Coordination:
  Serve as the primary point of contact for routine operational communications with approved IT vendors regarding orders, deliveries, warranties, returns, and service requests.
• Refresh Execution:
  Support PC refresh activities by coordinating deployment schedules, replacement tracking, shipping, receiving, and inventory updates.

• 3 years of experience in IT support, IT operations, endpoint administration, asset management, or a related field.
• Experience with Microsoft 365 administration, Active Directory user management, hardware procurement, and IT asset tracking is preferred.
• Associate's degree in Computer Science or Network Systems Administration preferred.
• IT certification or two years of equivalent experience working in IT or technical support.

• Organizational
  
  Skills:
  
  Ability to organize and prioritize numerous tasks under various time constraints. Must be able to perform job responsibilities as the workload fluctuates and keep multiple projects progressing simultaneously.
• Technical Knowledge:
  Strong technical knowledge of IT infrastructure, including desktop systems, operating systems, network connectivity, and common business applications.
• IT Service Management:
  Basic knowledge of issue ticketing systems and ticket/case lifecycle management. Proficiency in IT service management principles, processes, and tools, with a focus on incident management and request fulfillment.
• Problem-Solving:
  Strong problem-solving and decision-making abilities, coupled with a customer-centric mindset.
• Communication:
  Exceptional communication and interpersonal skills, with the ability to convey technical concepts to non-technical users.
• Work Ethic:
  Proven ability to work well under pressure, prioritize tasks, and manage multiple priorities effectively. A passion for delivering excellent customer service and a commitment to continuous improvement.
• Personal Attributes:
  Detail-oriented, organized, and able to multitask and shift priorities quickly while maintaining…