**Summary/Job Purpose:** Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations. **Responsibilities:** · Independently troubleshoot hardware and software for end users. · Adhere to established ITSM and other technology policies and processes. · Adhere to routines for quality, efficiency, and security per SLA and SOC1 regulations. · Prepare and review technical documentation for knowledge articles as required. · Ensure compliance of application turnover documents before production. · Resolve support tickets with minimum escalation. · Assist in resolving infrastructure and application issues. · Install and maintain infrastructure and desktop applications. · Update routines for new products or methods. · Maintain runtime performance and availability. · Present performance metrics to the management team. · Manage multiple tasks concurrently. · Handle C-Level matters with discretion. **Qualifications:** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. • Problem Solving - Identifies root causes and resolves problems in a timely manner. • Teamwork - Balances team and individual responsibilities. • Judgement - Makes timely and sound decisions. • Planning/Organizing - Prioritizes and plans work activities. • Quality - Demonstrates accuracy and thoroughness. • Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities. • Innovation - Employs original thinking and creativity • Customer Service - Demonstrates a positive customer service attitude and adept at oral and written communication **Education and Experience Required:** Diploma/Degree & Experience · Bachelor's degree (B. A / B.Sc.) from four-year college or university · 8+ years hands on experience in IT Service Desk and Field Support environments. · Excellent verbal, written, and interpersonal skills. Must have the ability to communicate effectively with users at all technical skill levels. · Extensive experience maintaining and troubleshooting Windows PCs and environment Technical Skills Required **Experience in setup, administration and support of the following technologies:** · Azure Portal (Azure VD, Entra ID) · Intune, including Company Portal · M365/Exchange Admin Center · Microsoft Teams Admin Center · Active Directory · Powershell · Automation · Endpoint Central · Microsoft Windows 11 Macbook support is a plus **Experience in the following system and skills:** · MS Teams Conference AV system · Mobile devices (iPhone/iPad) · CyberArk Endpoint Privilege Manager · CyberArk Privileged Access Management · GPO · DHCP · DNS · Zscaler · Okta · Bitlocker · Japanese language proficiency is not required but a plus **Summary/Job Purpose:** Provides IT support and responds to technical issues from end users; resolves software and equipment problems; tracks issues for timely resolution; updates users on request status. Also applies innovation and automation to optimize business operations. **Responsibilities:** · Independently troubleshoot hardware and software for end users. · Adhere to established ITSM and other technology policies and processes. · Adhere to routines for quality, efficiency, and security per SLA and SOC1 regulations. · Prepare and review technical documentation for knowledge articles as required. · Ensure compliance of application turnover documents before production. · Resolve support tickets with minimum escalation. · Assist in resolving infrastructure and application issues. · Install and maintain infrastructure and desktop applications. · Update routines for new products or methods. · Maintain runtime performance and availability. · Present performance metrics to the management team. · Manage multiple tasks concurrently. · Handle C-Level matters with discretion. **Qualifications:** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. • Problem Solving - Identifies root causes and resolves problems in a timely manner. • Teamwork - Balances team and individual responsibilities. • Judgement - Makes timely and sound decisions. • Planning/Organizing - Prioritizes and plans work activities. • Quality - Demonstrates accuracy and thoroughness. • Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities. • Innovation - Employs original thinking and creativity • Customer Service - Demonstrates a positive customer service attitude and adept at oral and written communication **Education and Experience Required:** Diploma/Degree & Experience · Bachelor's degree (B. A / B.Sc.) from four-year college or university · 8+ years hands on experience in IT Service Desk and Field Support environments. · Excellent verbal, written, and interpersonal skills. Must have the ability to communicate effectively with users at all technical skill levels. · Extensive experience maintaining and troubleshooting Windows PCs and environment Technical Skills Required **Experience in setup, administration and support of the following technologies:** · Azure Portal (Azure VD, Entra ID) · Intune, including Company Portal · M365/Exchange Admin Center · Microsoft Teams Admin Center · Active Directory · Powershell · Automation · Endpoint Central · Microsoft Windows 11 Macbook support is a plus **Experience in the following system and skills:** · MS Teams Conference AV system · Mobile devices (iPhone/iPad) · CyberArk Endpoint Privilege Manager · CyberArk Privileged Access Management · GPO · DHCP · DNS · Zscaler · Okta · Bitlocker · Japanese language proficiency is not required but a plus