IT Help Desk Administrator
On-siteTokyo, Tokyo, Japan
Job Summary
Serve as the first point of contact for help desk requests via phone, email, chat, or ticketing system, handling both Japanese and English-speaking colleagues. Provide in-person walk-up support at the Tokyo office alongside remote assistance to diagnose hardware, software, network, and account issues, escalating complex cases as needed. Log support tickets accurately, explain technical problems in plain language, and support new employee onboarding including device configuration. Maintain internal documentation and FAQs in both languages while tracking recurring issues to report patterns to management. Coordinate with IT, HR, and Operations to ensure clear communication between the Japan office and global teams.
Required Qualifications
- Fluent in both Japanese and English, spoken and written
- Able to work on-site full time at the Japan Office
- 5+ years of experience in a help desk, IT support, or customer service role
Desired Qualifications
- Strong written and oral communication skills
- Working knowledge of Windows and/or macOS, basic networking concepts, and standard business software
- Experience using ticketing systems and remote support tools
- Strong problem-solving skills and attention to detail
- A patient, approachable, service-oriented personality
- Ability to manage multiple requests at once in a busy environment
- Experience supporting both local (Japan-based) and international or remote teams
- Familiarity with Active Directory and Microsoft 365 administration
- Basic scripting or automation knowledge for repetitive troubleshooting tasks
- Experience writing or maintaining technical documentation
- IT certifications such as CompTIA A+ or ITIL Foundation
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