IT Help Desk Specialist

H MART - 3.1

Burlington, MA Job Details $64,200 - $106,100 a year 1 day ago Benefits Health savings account AD&D insurance Paid holidays Dental insurance Flexible spending account Paid time off Employee assistance program Vision insurance Life insurance Qualifications Telecommunications network troubleshooting Desktop computer repair Non-technical user support Knowledge management Computer operation Email customer support Defect resolution root cause analysis Technical support via phone Computer Science Phone communication In-person customer service Hardware maintenance Process improvement English Operating system updates Mid-level Incident Escalation Software installation User training (technical support) Korean Help files Computer hardware Desktop (troubleshooting support) Computer management Remote access software WAN Networking equipment (troubleshooting support) Customer service knowledge base Problem management Application Maintenance Full Job Description H Mart is seeking an approachable, hands-on Tech Operations Specialist to deliver dependable frontline technical support across our Illinois office and store locations. In this role, you will be the direct point of contact for resolving user hardware, software, and network challenges via phone, email, and in-person support. Beyond everyday troubleshooting, you will maintain documentation, streamline internal IT processes, and help educate team members to ensure stable, secure, and uninterrupted retail operations.

Responsibilities but not limited to:

Respond to user inquiries and provide technical support via phone, email, or in-person. Assist users in resolving hardware, software, and network-related issues. Walk users through problem-solving processes and provide step-by-step solutions Diagnose and troubleshoot technical issues reported by end-users. Escalate complex problems to the appropriate IT support teams for resolution. Perform root cause analysis and implement solutions to prevent recurring issues. Maintain accurate records of user issues, solutions provided, and other relevant information. Create and update knowledge base articles to facilitate self-help for end-users. Install, configure, and update software applications and operating systems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Conduct routine checks and maintenance tasks to ensure system stability and security. Provide basic training to end-users on using hardware and software applications. Create and deliver user guides and tutorials for common issues. Collaborate with other IT support teams and departments to resolve complex issues. Participate in meetings and contribute to the improvement of IT processes. Qualifications /

Skills:

Proven experience as an IT Help Desk Support or similar role. Knowledge of computer hardware, software, and troubleshooting techniques. Strong communication and customer service skills. Familiarity with help desk software and remote desktop tools. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus. A degree in Computer Science, Information Technology, or a related field is preferred. Bilingual in Korean and English preferred

Benefits:

Health, Dental & Vision insurance / EAP (Employee Assistance Program) per company policy 401 (k) Retirement Plan with up to 5% match per company policy Life Insurance and AD&D (Accidental death & Dismemberment) per company policy BTA Insurance (Business Travel Accident Coverage Paid-time off (PTO) and Paid Holidays per company policy Celebration & Condolence Benefits per company policy

Smart Card:

Earn additional 4 points to the standard $1 = 1 point Holiday Gift certificates per company policy FSA (Flexible Spending Account) per company policy DCFSA (Dependent Child Care Spending Account) per company policy HSA (Health Savings Accounts) per company policy Location 3 Old Concord Rd. Burlington, MA 01803 Work Hours

MON-FRI, 9

00am to 6:00pm Compensation $64,200 - 106,100 per year Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.