Frontline IT Help Desk & User Support Specialist

H Mart; Lincolnshire (IL); On-site; USD 62,000 - 103,000; Full time

Benefits offered by this job

Health, Dental & Vision insurance

401(k) Retirement Plan

Life Insurance & AD&D

Paid time off

HSA/FSA benefits

Employee Assistance Program

Job summary

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.

You will maintain documentation, streamline internal IT processes, and educate team members to ensure stable, secure, and uninterrupted retail operations.

Qualifications

• Experience as IT Help Desk Support or similar role.
• Knowledge of hardware, software, and troubleshooting techniques.
• Certifications such as CompTIA A+ or Microsoft Desktop Support Technician are a plus.
• A degree in Computer Science, Information Technology, or related field preferred.
• Korean-English bilingual preferred.

Responsibilities

• 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.
• Maintain accurate records of user issues and solutions.
• Create and update knowledge base articles to facilitate self-help.
• Install, configure, and update software applications and operating systems.
• Resolve LAN/WAN and other network-related problems.
• Provide basic training to end-users and create user guides.

Skills

Help desk support

Customer service

Communication skills

Remote desktop tools

Korean-English bilingual

Education

Degree in Computer Science / IT preferred

Tools

LAN/WAN knowledge

Help desk software

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.

You will maintain documentation, streamline internal IT processes, and educate team members to ensure stable, secure, and uninterrupted retail operations.