Help Desk Lead

POSITION       

Help Desk Lead

DEPARTMENT             

Information Technology Services

Position Type               

Full-time

REPORT TO                   

Kyoto (Fujinomori station)

POSITION TYPE                       

Director of IT Operations

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 & benefit

Salary commensurate with experience.

Eleven (11) days paid vacation in the first year, 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, and retirement payment system.

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 Director of IT Operations in Tokyo.

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 and Experiences

• Minimum of 3 years’ experience in technical support
• 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
• 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

• Business-level Japanese proficiency
• Experience with basic network equipment

 

Application Process

Review of applications will begin immediately. Desired start is as soon as possible.

 

Required application materials to be submitted:

 

      (a) cover letter,

      (b) resume or c.v.,

      (c) contact information for two references.

 

Only those applicants who make it past the initial review will be contacted.

 

Temple University, Japan Campus is committed to equal opportunity employment, and to increase diversity and inclusivity in both its community and curricula. All qualified applicants shall receive full and equal consideration for employment. The university does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law. Candidates who can contribute to the institution's goals are strongly encouraged to apply.