Frontline IT Support & Operations Specialist

H--mart; Lincolnshire (IL); On-site; USD 61,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with up to 5% match

Paid time off

Paid holidays

Life Insurance and AD&D

Flexible Spending Accounts (FSA)

Job summary

H Mart is seeking an approachable, hands-on Tech Operations Specialist to deliver frontline technical support across our Illinois office and store locations. You will resolve hardware, software, and network issues via phone, email, and in-person support, while maintaining documentation and educating team members to ensure stable retail operations.

Responsibilities include responding to inquiries, diagnosing LAN/WAN issues, creating knowledge base articles, installing software, and collaborating

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) are a plus.
• A degree in Computer Science, Information Technology, or a related field is 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.
• 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.

Skills

IT Help Desk Experience

Hardware & Software Troubleshooting

LAN/WAN Knowledge

Excellent Communication

Education

Bachelor's degree in Computer Science/Information Technology

Certifications (CompTIA A+, MS Desktop Support) advised

Tools

Help Desk Software

Remote Desktop Tools

Job description

H Mart is seeking an approachable, hands-on Tech Operations Specialist to deliver frontline technical support across our Illinois office and store locations. You will resolve hardware, software, and network issues via phone, email, and in-person support, while maintaining documentation and educating team members to ensure stable retail operations.

Responsibilities include responding to inquiries, diagnosing LAN/WAN issues, creating knowledge base articles, installing software, and collaborating