Job Description

▶︎ Job Details:
• Job Title: IT Helpdesk Specialist
• Client: Japanese Company
• Working Location: New York, NY 10016
• Working Style: On-site for 5 days a week during the first 90 days, afterwards with request 2 remote days/per week
• Employment Type: Full-time, Non-Exempt
• Salary: $35 - $40/hour (DOE)
• Working Hours: 35 hours/week

▶︎ What will you do:
• Serve as the initial point of contact for users experiencing technical issues via phone, email, chat, or in-person 
• Diagnose and resolve hardware, software, and network problems, providing solutions or workarounds  
• Log, track, and manage support requests using a ticketing system  
• Assist users with installing, configuring, and updating software and OS  
• Help set up hardware and troubleshoot peripheral devices; perform maintenance  
• Maintain records of support interactions and recurring issues  
• Contribute to and update user guides, FAQs, and support documentation  
• Escalate complex issues to higher-level IT teams  
• Manage user accounts and ensure security compliance  
• Collaborate with other IT departments to resolve complex issues  
• Track IT assets and assist in lifecycle management  
• Implement and enforce security measures and compliance  
• Mentor new team members if needed  
• Follow team manager’s instructions to support operations  

▶︎ Required Qualifications & Skills:
• 2–5 years of experience in user operation support  
• Strong attention to detail with troubleshooting and resolution skills  
• Strong understanding of computer systems, Windows 10/11, VDI, M365, Box, MS Teams, Email  
• Ability to remain calm with non-technical users and manage multiple requests  
• Excellent verbal and written communication skills in English  
• Flexible mindset and willingness to adapt to sudden changes  
• Able to carry up to 20lbs and travel domestically/internationally as needed, including after hours and holidays

Job Tags

Holiday work, Full time, Flexible hours, 2 days per week,

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