Deskside Technician – End User Computing

1ヶ月前

Tokyo, Tokyo Digital Smarthands G.K.


Desktop Support / End User Support Technician

Overview

We are seeking an enthusiastic and customer-focused Desktop Support / End User Support Technician to be the primary point of contact for technical assistance across our organization. This role is crucial for ensuring that our employees have the reliable technology resources they need to remain productive. The ideal candidate has excellent problem-solving skills, strong knowledge of hardware and software troubleshooting, and an outstanding commitment to service.

Key Responsibilities

Tier 1 & 2 Support:
Provide first-line and escalated technical support to end-users (both local and remote) via phone, email, chat, and in-person ticketing system (e.g., ServiceNow, Zendesk).

Hardware Management:
Troubleshoot, repair, maintain, and upgrade desktop computers, laptops (PC and Mac), printers, scanners, and mobile devices (iOS/Android).

Software Management:
Install, configure, and troubleshoot operating systems (Windows 10/11, macOS) and a wide range of standard business applications (e.g., Microsoft 365/Office Suite, VPN clients, collaboration tools).

User Provisioning:
Manage user accounts, permissions, and access rights in Active Directory (AD) and cloud identity platforms (e.g., Azure AD, Okta). Onboard new hires and offboard departing employees.

Asset Inventory:
Assist in maintaining accurate inventory of all IT hardware and software assets, tracking lifecycle events from procurement to disposal.

Network Fundamentals:
Troubleshoot basic network connectivity issues (TCP/IP, Wi-Fi, Ethernet cabling) and escalate complex problems to the Network Operations team.

Documentation:
Create and update clear, accessible documentation for internal IT procedures and end-user self-help guides (Knowledge Base articles).

Required Qualifications

Experience: 2+ years of experience providing technical support in a corporate or enterprise environment.

Technical Proficiency:

  • Expertise in administering and troubleshooting Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
  • Solid understanding of user management in Active Directory (creating users, resetting passwords, managing groups).
  • Experience with ticketing systems (e.g., Jira, ServiceNow).
  • Communication: Exceptional verbal communication, listening skills, and patience to interact professionally with users of all technical levels.
  • Problem-Solving: Proven ability to diagnose, analyze, and quickly resolve a variety of technical issues under pressure.

Preferred Certifications (A Plus):

CompTIA A+ or Network+

Microsoft Certified: Modern Desktop Administrator Associate (MD-101)

Work Environment

This is primarily an office-based role, requiring interaction with employees at their desks.

  • May involve occasional evening or weekend work to support critical system upgrades or deployments.

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