TEKsystems
IT Service Desk Technician (Fluent Japanese) – Overnight Shift
Location: Remote (Preference for Orlando, FL candidates)
Schedule: Tuesday–Saturday, 7:00 PM–4:00 AM EST
Employment Type: 6‑Month Contract-to-Hire
Pay range: $20.00 - $30.00/hr.
About The Role We are seeking a highly motivated, detail‑oriented IT Service Desk Technician who is fluent in Japanese to support internal employees across the U.S. and Japan. This role is part of the Tier 1 Service Desk team and focuses heavily on first call resolution, customer satisfaction, and efficient troubleshooting.
What You’ll Do
Serve as the primary point of contact for internal users, meeting SLA requirements.
Handle incoming calls, emails, and ServiceNow tickets with a focus on first contact resolution.
Support Japanese‑speaking users and assist U.S. users when Japanese call volume is low.
Troubleshoot common issues such as password resets, Oracle application support, and general system access problems.
Monitor incident progress and provide timely updates to users, peers, and leadership.
Document all interactions in the ServiceNow ticketing system.
Escalate complex issues to Tier 2 and Escalation Teams as needed.
Collaborate professionally with technical teams and leadership across multiple communication channels (phone, IM, video, email).
Work in a 24/7 global support environment and adapt to shift changes when required.
Required Qualifications
Fluent Japanese and English (spoken and written) — Must‑have.
2+ years of IT Help Desk/Service Desk experience with a strong focus on first call resolution.
Experience using a ticketing system (ServiceNow preferred).
Basic Active Directory skills (password resets, account unlocks).
Strong customer service orientation; previous customer‑facing experience required.
Understanding of network/system administration fundamentals and standard troubleshooting practices.
Strong analytical, organizational, and communication skills.
Ability to work independently in a fast‑paced, remote environment.
Familiarity with the ITIL framework is preferred.
Nice to Have
Additional bilingual skills
Experience supporting global teams
Exposure to hospitality industry systems (Oracle, call centers, service desk environments)
Work Environment & Benefits
Remote Work From Home — preference for Orlando, FL for occasional office needs, but open to all U.S. locations.
Part of a relaxed, collaborative culture where work‑life balance is valued.
Standard 40‑hour workweeks — no excessive overtime.
Opportunity to work with modern systems and continually evolving technologies.
Contract‑to‑hire: extensions available if conversion timing shifts.
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
EEO Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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Location: Remote (Preference for Orlando, FL candidates)
Schedule: Tuesday–Saturday, 7:00 PM–4:00 AM EST
Employment Type: 6‑Month Contract-to-Hire
Pay range: $20.00 - $30.00/hr.
About The Role We are seeking a highly motivated, detail‑oriented IT Service Desk Technician who is fluent in Japanese to support internal employees across the U.S. and Japan. This role is part of the Tier 1 Service Desk team and focuses heavily on first call resolution, customer satisfaction, and efficient troubleshooting.
What You’ll Do
Serve as the primary point of contact for internal users, meeting SLA requirements.
Handle incoming calls, emails, and ServiceNow tickets with a focus on first contact resolution.
Support Japanese‑speaking users and assist U.S. users when Japanese call volume is low.
Troubleshoot common issues such as password resets, Oracle application support, and general system access problems.
Monitor incident progress and provide timely updates to users, peers, and leadership.
Document all interactions in the ServiceNow ticketing system.
Escalate complex issues to Tier 2 and Escalation Teams as needed.
Collaborate professionally with technical teams and leadership across multiple communication channels (phone, IM, video, email).
Work in a 24/7 global support environment and adapt to shift changes when required.
Required Qualifications
Fluent Japanese and English (spoken and written) — Must‑have.
2+ years of IT Help Desk/Service Desk experience with a strong focus on first call resolution.
Experience using a ticketing system (ServiceNow preferred).
Basic Active Directory skills (password resets, account unlocks).
Strong customer service orientation; previous customer‑facing experience required.
Understanding of network/system administration fundamentals and standard troubleshooting practices.
Strong analytical, organizational, and communication skills.
Ability to work independently in a fast‑paced, remote environment.
Familiarity with the ITIL framework is preferred.
Nice to Have
Additional bilingual skills
Experience supporting global teams
Exposure to hospitality industry systems (Oracle, call centers, service desk environments)
Work Environment & Benefits
Remote Work From Home — preference for Orlando, FL for occasional office needs, but open to all U.S. locations.
Part of a relaxed, collaborative culture where work‑life balance is valued.
Standard 40‑hour workweeks — no excessive overtime.
Opportunity to work with modern systems and continually evolving technologies.
Contract‑to‑hire: extensions available if conversion timing shifts.
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
EEO Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
#J-18808-Ljbffr