IT Help Desk Specialist

H MART - Corp; Burlington (MA); On-site; USD 64,000 - 106,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Life Insurance

PTO & Paid holidays

Employee Assistance Program

HSA

Job summary

H Mart is seeking a hands-on Tech Operations Specialist to deliver frontline IT support for our Burlington, MA area locations. You will troubleshoot hardware, software, and network issues, escalate when needed, and maintain documentation to ensure secure retail operations.

You will also help educate team members, create knowledge base articles, and contribute to improving IT processes across the store network. The role is full‑time with standard business hours and comprehensive benefits.

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 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 LAN, 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.

Job description

H MART - Burlingtonnull
3 Old Concord Rd
Burlington, MA 01803, USA

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
• 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 notice from the Department of Labor.