Frontline IT Support Specialist - Troubleshooter & Educator

H--mart

Burlington (MA)

On-site

USD 64,000 - 106,000

Full time

3 days ago

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Benefits offered by this job

Health, Dental & Vision insurance

401(k) Retirement Plan with up to 5%

Life Insurance & AD&D

Paid time off & Paid holidays

Employee Assistance Program (EAP)

Holiday Gift certificates

Job summary

H Mart Burlington is seeking a hands-on Tech Operations Specialist to deliver dependable frontline technical support for store locations. You will resolve hardware, software, and network issues by phone, email, and in-person, while documenting solutions and educating staff to keep retail operations secure and stable.

The role emphasizes troubleshooting, knowledge-base creation, and collaboration with IT teams to continuously improve 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.
Certifications such as CompTIA A+ or MCDST are a plus.
A degree in Computer Science, Information Technology, or a related field preferred.
Bilingual in Korean and English 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 appropriate IT support teams.
Perform root cause analysis and implement solutions to prevent recurring issues.
Maintain records of user issues and solutions; create knowledge-base articles.
Install, configure, and update software and operating systems.
Resolve LAN/WAN and other network-related problems.
Conduct routine checks to ensure system stability and security.
Provide basic training to end-users on hardware/software usage.
Create user guides for common issues.