About this role
PC Support Technician V
Job Summary: General Atomics Global Japan, an affiliate of General Atomics, is a world leader in proven, reliable remotely piloted aircraft and tactical reconnaissance radars, as well as advanced high-resolution surveillance systems.
Job Summary: Under minimal supervision, provides technical support for the installation, repair, configuration, and preventive maintenance of personal computers, information technology systems, and related peripheral devices at company locations in Japan. Performs complex installations, upgrades, system backups, and troubleshooting of hardware and software applications. Independently determines appropriate methods for diagnosing and resolving software, hardware, and network-related issues affecting personal computers and associated systems. Uses considerable judgment and initiative to provide technical guidance, establish priorities, and determine appropriate actions in response to requests from employees, management, customers, and vendors. May develop recommendations for improved support procedures and assist with the implementation of new processes. Maintains electronic and hard-copy reports, service records, equipment inventories, and other required documentation. Provides user training and may guide or supervise less experienced technical staff.
Job Duties and Responsibilities • Installs, configures, repairs, and performs preventive maintenance on personal computers, workstations, mobile devices, printers, monitors, docking stations, and other peripheral equipment. • Sets up and tests complex computer systems, peripherals, operating systems, and software applications. • Provides hardware and software support to users at Japan-based company locations. • Provides support in English and, where required, Japanese, including telephone, remote, and in-person assistance. • Troubleshoots complex hardware, software, operating system, security, and connectivity issues. • Diagnoses problems that may involve local networks, wireless connectivity, user accounts, endpoint security, and other systems supporting personal computers. • Coordinates equipment repairs, replacements, warranty service, and other technical support activities with internal teams and external vendors. • Reviews hardware and software options and provides recommendations based on compatibility, security, cost, availability, and company requirements. • Maintains accurate electronic and hard-copy records, including service tickets, purchase orders, equipment inventories, repair documentation, and maintenance logs. • Supports the deployment, relocation, retirement, and secure disposal of computer equipment in accordance with company procedures and applicable Japanese requirements. • May assist with planning, designing, testing, and implementing new personal computer systems and workplace technology. • May provide help-desk and telephone support or coordinate service calls for users. • May travel between company facilities or customer locations in Japan to deliver, install, inspect, or retrieve hardware and software. • May use public transportation or a company-approved vehicle for business-related equipment transportation and site support. • Develops and provides user training, technical guidance, and support documentation. • May train, mentor, or supervise less experienced technical personnel. • Observes all applicable company policies, Japanese laws and regulations, contractual requirements, information-security requirements, and export-control obligations when conducting business on behalf of the Company. • Perform all duties safely and in accordance with established procedures and practices. • Perform other duties as assigned or required.
Job Qualifications: Job Requirements • Typically requires an associate degree or equivalent post-secondary education in information technology, computer science, or a related discipline, along with six or more years of progressive personal computer technical support experience. • A recognized information technology certificate and equivalent technical experience may be substituted for formal education, consistent with company policy. • Experience supporting users, systems, and vendors in a multinational or Japan-based work environment is highly desirable. • Japanese-language proficiency may be required, depending on assigned location and customer interface responsibilities. English proficiency is required for communication with company personnel, technical teams, and vendors. • Requires extensive knowledge of information technology policies, procedures, support practices, and service-management processes. • Requires comprehensive knowledge of current personal computers, operating systems, endpoint security tools, productivity software, and related peripheral equipment. • Must be able to troubleshoot highly complex technical situations and resolve non-routine problems using sound judgment, initiative, and creative but effective solutions. • Must be able to contribute to the development and improvement of technical processes and procedures. • Must be able to develop recommendations, explain complex technical information clearly, communicate effectively with employees at all levels, and establish appropriate priorities. • Must be customer-focused and able to provide professional support in a culturally diverse environment. • Must be willing and able to travel within Japan as required. • A valid driver’s license recognized for use in Japan may be required for assigned duties involving company vehicles or equipment transportation. • Must be able to work flexible hours, including occasional after-hours, weekend, or holiday support when required by business or operational needs. • Must be eligible to work in Japan and satisfy applicable company, customer, security, and access requirements. Preferred Qualifications • Experience supporting Windows-based enterprise environments and standard office productivity applications. • Experience with hardware imaging, software deployment, backup and recovery, asset management, and endpoint security. • Experience working with service-management or help-desk ticketing systems. • Familiarity with Japanese business practices and workplace communication norms. • Experience supporting U.S. government, defense, aerospace, or other regulated environments. • Relevant certifications such as CompTIA A+, Network+, Microsoft, ITIL, or equivalent credentials. • Familiarity with Japanese information-security, privacy, export-control, and workplace safety requirements.