IT company seeks an IT Helpdesk Tier 2.

This position assesses and troubleshoots computer support problems and resolves problems of users.
We are looking for self-motivated, team-oriented and highly organized individuals with excellent
communication. A work location will be at a client’s site in NY/NJ area. In response to our client’s request,
this position does not have an established work schedule. You will be required to work a flexible schedule
based on the client’s needs. Please understand that the position will require flexibility on your part.

【PRIMARY RESPONSIBILITIES:】
1. Serving as the escalation point from Tier 1 engineer to provide the troubleshooting for the users.
2. Very good knowledge of Microsoft Windows OS (Windows 10), Microsoft Office, E-mail
(Exchange/Outlook), Microsoft Office 365, Adobe Acrobat related, and Database (basic skills are OK).
3. Support users by using Helpdesk tickets, follow-up with users.
4. Maintaining and creating technical documents, such as user manuals and procedures.
5. Software installations, configurations, and troubleshooting for users.
6. Hardware (PC, Printer, etc.) setup, installations and configurations for users.
7. Needs to communicate with our vendor and manufacture for the new order, product replacement, and/or
technical support from them.
8. Planning and conducts the user trainings at the client’s site.

【KNOWLEDGE AND SKILL REQUIREMENTS:】
1. Excellent skills of Microsoft OS and Office products.
2. Good PC knowledge and skills.
3. Basic Network and cloud knowledge.
4. Excellent communication skills. If you know Japanese, it would be a plus.
5. Excellent customer service skills.
6. Strong team orientation skills.
7. Must be authorized to work in the U.S.

【REQUIRED EDUCATION AND EXPERIENCE:】
1. Bachelor’s Degree in MIS or CIS.
2. At least 2 years of experience in IT Helpdesk Engineer or a similar position.

【SUPPLEMENTARY QUALIFICATIONS:】
1. Working experience in a Japanese company is a plus.
2. Any involvement of Project Management is a plus.