IT Service Desk Analyst

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
Industry: Hospitality / Technology Service Desk

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.
This is an excellent opportunity to join a globally recognized brand, work with modern technologies, and build your IT career in a supportive, balanced work environment.

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.

About the Opening

This position is a backfill for an internal employee who recently moved into another role. You'll join an established, supportive team that values professionalism, communication, and growth.
Job Type & Location
This is a Contract to Hire position based out of Orlando, FL.
Pay and Benefits
The pay range for this position is $20.00 - $30.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: 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)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Jan 18, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.