IT Help Desk Administrator

Title: Japan IT Help Desk Administrator
Team: IT Team
Status: Permanent
Report to: IT Manager in UK
Location: Tokyo (Hybrid)

About Franklin Covey
Franklin Covey is a global leader in organizational performance improvement, helping organizations achieve results that require lasting changes in human behavior. FranklinCovey Japan provides leadership, productivity, and organizational effectiveness solutions to clients across Japan, bringing global best practices to the local market. With a team of under 50 employees in Japan, we offer a close-knit, collaborative environment where each person has a direct impact on our business and our clients.

Job Summary
FranklinCovey calls itself the workplace of choice for achievers with heart, and we're looking for one to join us. We need a personable, tech-savvy Help Desk Agent for our Japan Office who will act as the first point of contact for employees experiencing technical issues. The role involves troubleshooting problems, answering questions, and helping people move past frustration quickly.

Because our team works with both Japanese and English-speaking colleagues, fluency in both languages is required to keep communication clear and accurate. This is an on-site position based full time in the Japan Office, providing hands-on, in-person support in addition to handling requests through remote channels. We're looking for someone who consistently follows through on commitments and cares about the people they support, not just the tickets they close.

Essential Job Functions

• Serve as the first point of contact for help desk requests via phone, email, chat, or ticketing system, in both Japanese and English
• Provide in-person, walk-up support to employees at the Japan Office in addition to remote support
• Diagnose and resolve hardware, software, network, and account-related issues, escalating complex cases to the appropriate technical teams when needed
• Log and update support tickets accurately, following through until issues are resolved
• Explain technical issues in plain language for non-technical users
• Support onboarding of new employees, including account setup, device configuration, and software access
• Maintain internal documentation, FAQs, and troubleshooting guides in both languages
• Track recurring issues and report patterns to management or IT teams
• Coordinate with IT, HR, and Operations to keep communication clear between the Japan office and global teams

Basic Qualifications

• Fluent in both Japanese and English, spoken and written
• Able to work on-site full time at the Japan Office
• 5+ years of experience in a help desk, IT support, or customer service role

Preferred Skills

• Strong written and oral communication skills
• Working knowledge of Windows and/or macOS, basic networking concepts, and standard business software
• Experience using ticketing systems and remote support tools
• Strong problem-solving skills and attention to detail
• A patient, approachable, service-oriented personality
• Ability to manage multiple requests at once in a busy environment
• Experience supporting both local (Japan-based) and international or remote teams
• Familiarity with Active Directory and Microsoft 365 administration
• Basic scripting or automation knowledge for repetitive troubleshooting tasks
• Experience writing or maintaining technical documentation
• IT certifications such as CompTIA A+ or ITIL Foundation

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