IT Helpdesk Specialist

• Client : Japanese company 

• Working Location: New York NY, 10016 (Hybrid 2 days ONSITE)

• Working Hours :  40Hour / week

• Employment Type : Full-time, Non-Exempt

• Salary : 55~65K
• Starting Date  : ASAP

1. PRIMARY RESPONSIBILITIES:
   1. Provide technical support to client users as an IT Support member.
   2. Provide and manage client IT support operation related document.
   3. Understand and follow client’s request and instruction.

1. ESSENTIAL FUNCTIONS:
   1. Serve as the initial point of contact for users experiencing technical issues via phone, email, chat, or in-person.
   2. Diagnose and resolve hardware, software, and network problems, providing effective solutions or workarounds.
   3. Log, track, and manage support requests using a ticketing system to ensure timely and organized resolution.
   4. Assist users with installing, configuring, and updating software applications and operating systems.
   5. Help set up new hardware, troubleshoot peripheral devices (monitors, printers, etc.), and perform basic hardware maintenance.
   6. Maintain detailed records of support interactions, solutions provided, and recurring issues.
   7. Contribute to and update user guides, FAQs, and other support documentation to facilitate self-service for users.
   8. Identify issues that require specialized expertise and escalate them to higher-level IT teams or subject matter experts.
   9. Ensure that escalated issues are resolved in a timely manner and keep users informed of progress.
   10. Manage user accounts, including creating new accounts, resetting passwords, and configuring access rights and permissions.
   11. Ensure that access controls are aligned with organizational policies and comply with security standards.
   12. Collaborate with other IT departments (e.g., network, server, software development) to address complex issues and implement solutions.
   13. Keep track of IT assets, including hardware, software licenses, and peripherals.
   14. Assist in managing the lifecycle of IT assets from procurement to disposal, ensuring compliance with organizational policies.
   15. Implement and enforce security measures such as antivirus updates, vulnerability remediation.
   16. Ensure that IT practices comply with organizational policies, industry standards, and regulatory requirements.
   17. Mentor and train new team members if necessary.
   18. Follow team manager’s request/instruction to operate IT operation support team.

1. QUALIFICATIONS AND REQUIREMENTS:   　
   1. Very flexible mindset & challenging personality against sudden big change of request/workflow/rules/responsibility range/environment
   2. Toughness & strong motivation to complete heavy workload
   3. Strong motivation to achieve set goals.
   4. 2~5 years’ experience of user operation support.
   5. Strong attention to details with the ability to troubleshoot issues and provide resolution.

1. SKILLS: 　　
   1. Strong understanding of computer systems, operating systems (e.g., Windows 10/11), VDI, M365, Box, MS Teams, Email, and common software applications.
   2. Ability to analyze complex issues, think critically, and develop effective solutions.
   3. Ability to remain calm and patient while assisting frustrated or non-technical users.
   4. Efficiently manage multiple support requests and prioritize tasks to meet service level agreements (SLAs).
   5. Meticulous in documenting support activities and identifying root causes of issues.
   6. Excellent verbal and written communication skills to interact effectively with users of varying technical backgrounds.
   7. Strong verbal and written communication skills in English.

Salary : $55 - $65