IT Help Desk

Title of the Position

IT Help Desk

Department

Information Technology Services (IT Operations)

Report To

IT Operations Manager, Information Technology Services

Position Type

Full-time staff

Location

Tokyo Campus (Sangen-jaya station)

Work Hours

37.5 hours per week

Helpdesk Operating hours

Regular Semester
08:30 to 19:00 Monday to Friday
09:00 to 16:30 Saturday

Semester Break
09:00 to 17:30 Monday to Friday (No Saturday)

Shift Schedule

Regular Semester
Monday to Friday
(1) Opening shift:       08:00 – 16:30
(2) Closing shift:        11:00 – 19:30
(3) Regular shift:        09:00 – 17:30
Saturday
(4) Weekend shift:     08:30 – 17:00

Semester Break
Monday to Friday
(1) Opening shift:       08:30 – 17:30
(2) Closing shift:        09:30 – 18:00

*Employees will be given a substitute holiday on a weekday when they work on a Saturday.

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.

Primary Responsibilities

• Provide L1 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
• IT tasks and projects assigned by management

Application Process:

Review of applications will begin immediately. Applications received before August 12 will receive fullest consideration. Desired start date is September 2, 2024.

Send applications to tujjobs@tuj.temple.edu with the following three items as attachments:

1. a cover letter highlighting relevant experience and what appeals to you about the position,
2. a resume or CV and
3. a list of two professional references with their contact information

Indicate the title of the position you are applying for in the email subject box. Also, we would appreciate it very much if you could let us know from which website/resource you found out about this position.

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

Qualifications and Experience

• Business level communication skills (verbal and written) in English and Japanese. Fluent Japanese is preferred
• Experience in troubleshooting issues with devices running on Windows or MacOS preferred
• Experience in troubleshooting issues with MS Office applications preferred
• Experience in supporting issues or inquiries related to office network connectivity
• Experience in supporting issues or inquiries related to office printers
• Demonstrate problem solving skills and customer service skills
• Willing to learn, self-motivated, team player