Bilingual (JP/EN) IT Help Desk (Hybrid)

At SquareTrade, we help our customers when they need us most. As the market leader of protection plans, we touch the lives of millions of people across the world. We partner with some of the largest, most sophisticated retailers and carriers in the world (The Home Depot, Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews... and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London; and offices in Tokyo, Japan and Brisbane, Australia. Our success is due to our focus on delivering great service to our customers through a modern, digital platform.

We are seeking a detail-oriented and efficient IT Help Desk professional to join our team in Tokyo, Japan. As an IT Help Desk Technician, you will be the first point of contact for our employees' IT-related issues, providing prompt and effective technical support to ensure smooth operations across the organization.

• Provide primary response for user requests to the Help Desk
• Follow procedures and guidelines (including documentation) for the Help Desk operations
• Monitor and inform users on status of their support issues
• Perform Setup and deployment of end-user hardware and software
• Investigate and research solutions for hardware and software problems that arise
• Troubleshoot technical difficulty with PC hardware and software issues, Internet, network applications, configurations, and peripheral equipment
• Add/change users and/or permissions and rights in Active Directory
• Manage mobile device management systems and enrollment of devices

• Must be able to come into the Tokyo office for in-person IT onboarding whenever there is a new hire.
• Fluency in Japanese and English languages
• 1-3 years of experience in IT support or a related field
• Proficiency in IT support ticketing systems and remote desktop software
• Strong knowledge of various operating systems (Windows, macOS, Linux)
• Familiarity with network troubleshooting and basic IT infrastructure
• Excellent problem-solving skills and attention to detail
• Outstanding communication skills, both verbal and written
• Ability to explain technical concepts to non-technical users clearly and patiently
• Basic programming and scripting knowledge
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate (preferred)
• Ability to work in a fast-paced environment and manage multiple priorities
• Strong customer service orientation and a positive attitude

Our core values:

• Customer Obsessed: treat every customer as if you were that customer
• Innovate: never stop asking how we can do things better
• Be an Entrepreneur: use resources wisely. Creativity, smart execution, and long-term thinking are free.
• Make an Impact: be passionate about what you do. Make a difference. Get stuff done.
• People Come First: Hire the best. Then respectfully challenge them to do their best.
• Integrity: be honest, be humble. Be you. With our customers, clients, competitors and each other.

Benefits of Joining SquareTrade:

• Paid volunteer day and community involvement.
• Monthly allowances for phone/internet, wellness, and professional development.
• Access to comprehensive mental health resources.
• Inclusive hybrid work model.
• Regular company socials to celebrate our collective achievements.