Technical Support Specialist

UMGC Asia

Location: Yokota Air Base, Tokyo, Japan

Overseas Regular, 100% FTE, Full-Time, Grade 004

The Technical Support Specialist (TSS) reports to the Associate Director of Technical Support and is responsible for supporting UMGC academic and administrative computing operations. Required duties/activities to be accomplished by the Technical Support Specialist are listed below:

SPECIFIC RESPONSIBILITIES INCLUDE:

• Installs and configures hardware, software, networking, and peripheral equipment

• Troubleshoots problems/issues with the above-mentioned systems via in-person, telephone, and remote support

• Upgrades and maintains systems via remote access, mail, service trips, and temporary duty assignments

• Works with stateside and external technicians and service providers, students, in-house staff, and field staff throughout the division

• Assists in the implementation, distribution, and support of new IT technology systems to faculty, staff, field staff, and students

• Assists in maintaining and deploying PC-based systems, including installing and repairing computer hardware, software, and peripherals on workstations, special-application systems, mobile devices, and laptops

• Provide traditional level one, two, and, when necessary, level three computer and Helpdesk support to UMGC faculty and staff via telephone, email, remote access, and onsite office visits

• Educate end users and assist in training faculty and staff in the use of UMGC Asia-issued hardware and software

• Maintains and operates videoconferencing equipment for meetings and online classes

• Maintains and supports mobile devices

• Work with AccelerEd, UMGC stakeholders, internet service providers, and third-party vendors to ensure all systems run effectively

• Act as the IT POC for projects and ongoing operations using audio/video, conferencing, and Live Streaming equipment

• Install, configure, maintain, and provide break/fix support for projectors, displays, microphones, speakers, cameras, and other audio/video equipment in HQ conference rooms and offices, and at field locations

• Evaluate and recommend audio/video, conferencing, and live Streaming equipment as necessary for continual improvement

• Train faculty and staff on audio/video, conferencing, and Live Streaming equipment and related conferencing software

• Travel to field locations as required to provide training and support on IT and Live Streaming work

• Manage sensitive equipment assets inventory and collaborate with the business office and regions for accountability

• Other job-related duties as assigned

OTHER DIVISION-SPECIFIC RESPONSIBILITIES INCLUDE:

• POC for software/hardware updates, requirements, etc., for the National Test Centers

• Coordinate with field managers for completion of NTC computer updates

• Maintain historical information pertaining to NTC processes and have general awareness as appropriate

• Other NTC-related job duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree from a U.S. regionally accredited institution or equivalent in an IT-related field or 3 years of experience in an IT environment

• Ability to obtain a valid USFJ driver's license

• Ability to lift 40 pounds

• Strong verbal and written communication skills

• Ability to work on a variety of tasks with minimum supervision

• Highly organized and detail-oriented with the ability to meet deadlines and work well under pressure

• Basic networking knowledge such as DNS, DHCP, basic routing/switching

• Familiarity with network hardware (switches, routers, firewalls, etc.). 

• Experience with Cisco and Palo Alto devices preferred

PREFERRED EDUCATION AND EXPERIENCE:

• Fluency in regional languages (Japanese, Korean, German, etc.)

• CompTIA A+ and/or Microsoft certifications in Windows 10 or Office 365

• Experience with the following tools: Intune, SCCM, JAMF, and PowerShell

• Strong experience in supporting PC and Mac hardware

• Strong technical skills

• Knowledge of wireless technologies such as Meraki

• Familiar with security tools and system management tools

• Experience with drive encryption

• Video conferencing solutions

WHO MAY APPLY: ​Local applicants, who are not residents or nationals in the host country, with individual logistical support (ILS) only. Applicants must already have and be able to maintain ILS, meaning that they must possess a U.S. military ID card and SOFA card from an external source, as this position does not offer ILS. Criteria under which applicants qualify for ILS are: must serve the US Forces exclusively; are not stateless persons; are not ordinarily resident in the host nation.

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

University of Maryland Global Campus (UMGC) is committed to helping safeguard the health of its faculty, staff, students, contractors, and guests. Because vaccinations reduce the spread of SARS-CoV-2-the virus that causes COVID-19-all prospective UMGC faculty (full-time and adjunct) and staff are strongly encouraged to be fully vaccinated and current with the recommended boosters. As always, operations at our military locations in Europe, Asia, and stateside will follow the guidance of the U.S. Department of Defense and local commands, and may require proof of full vaccination, unless an exception is approved as a reasonable accommodation based on disability or religion. If so, a copy of their Approved Exception Letter must be provided before the start of their employment. Failure to provide proof of vaccination or show proof of exception may result in the offer of employment being rescinded.