Help Desk Lead

Job Description

 Appealing Points:

• Work in a truly bilingual, international environment supporting an American institution in Japan, using both English and Japanese daily
• Gain hands-on experience across a wide range of technologies, including Windows, macOS, Office 365, AV systems, live streaming, and basic networking
• Take on a visible, impactful role with leadership responsibilities, process improvement opportunities, and direct collaboration across departments

Annual Salary: 4 Million and Above

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

Job Qualifications:

• 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
• Minimum of 3 years’ experience in technical support
• 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
• Business-level Japanese proficiency
• Experience with basic network equipment

Language Profficiency: Business-level Japanese (N3) and Business level English

Work Hours

During Semester

Monday to Friday

(1) Opening shift: 08:00 – 16:30

(2) Closing shift: 11:00 – 19:30

Saturday

(3) Weekend shift: 08:30 – 17:00

*Employees will be given a substitute holiday on a weekday when working on a weekend.

During Semester Break

Monday to Friday

(1) Opening shift: 08:30 – 17:30

(2) Closing shift: 09:30 – 18:00

About Company

The Campus is opened in 1982 in Tokyo. As a "Japanese school of a foreign university" designated by the Ministry of Education, Culture, Sports, Science and Technology, undergraduate and graduate programs (graduate school of education, law school, executive MBA program) and academic English programs that do not aim to obtain a degree, Approximately 4,000 people are studying, including students from approximately 60 countries and regions around the world who are studying in the Lifelong Education Program, and students in the in-house education program and the English training program for educational institutions and related organizations.