Job Description

● 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

● 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

Additional Information

● 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)
● Company provided lunch
● Paid-time off (PTO) and Paid Holidays per company policy
● Celebration & Condolence Benefits per company policy
● 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