Job Description

IT User Support Specialist (Japanese Bilingual)

Location: New York, NY

Work Style: Hybrid (Minimum 3 days/week in-office; additional in-office days as needed)

Division: Customer Support Division

Employment Type: Full-time | Exempt

Salary Range: $72,000 – $76,000 / year

Target Bonus: 6% (based on company, division, and individual performance)

Working Hours: Monday–Friday, 9:00 AM – 5:00 PM

Benefits: Medical, Dental, Vision Insurance, 401(k), PTO, and more

Experience Level: 1–3 years

About the Role

Provide technical assistance and support for incoming inquiries and issues related to computer systems, software, and hardware. Respond to support requests in person, by phone, or via email. Install, configure, modify, and repair computer hardware and software, and provide basic user training on computers and telecommunications systems.

Key Responsibilities

• Serve as the first point of contact for IT-related inquiries via phone, email, or in person
• Provide remote and onsite troubleshooting using diagnostic techniques
• Install, configure, modify, and repair computer hardware and software
• Identify issues, determine appropriate solutions, and guide users through problem resolution
• Escalate unresolved issues to the appropriate next-level support teams
• Record incidents, resolutions, and follow-ups in the ticketing system
• Manage password resets and basic account support
• Reimage PCs and replace or repair damaged hardware as needed
• Prepare and maintain technical documentation, FAQs, and user guides
• Train users on proper use of hardware, software, and IT systems
• Share user feedback and suggest improvements to internal procedures

Required Skills & Qualifications

• Bilingual: Fluent in English and business-level Japanese
• 1–3 years of experience in IT user support, help desk, or desktop support
• Basic knowledge of computer hardware, operating systems, and common business applications
• Strong communication and customer service skills
• Ability to troubleshoot issues methodically and explain solutions clearly to non-technical users

Job Tags

Full time, Work at office, Remote work, Monday to Friday, 3 days per week,

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