IT Help Desk Specialist

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

Benefits offered by this job

Health, Dental & Vision insurance

401(k) match

Life Insurance & AD&D

PTO & Holidays

Holiday gift certificates

FSA / DCFSA / HSA

Smart Card points

BTA Insurance

Job summary

H Mart is seeking an approachable Tech Operations Specialist to provide frontline IT support at our Burlington, MA location. You will resolve hardware, software, and network issues via phone, email, and in-person assistance, while maintaining documentation and training end-users for stable store operations.

Responsibilities include issue diagnosis, knowledge-base creation, and collaboration with IT teams to improve processes.

Qualifications

• Experience delivering IT help desk support to end-users.
• Strong troubleshooting of hardware, software, and networking issues.
• Excellent communication and customer service skills.

Responsibilities

• Respond to user inquiries via phone, email, or in-person with clear guidance.
• Resolve hardware, software, and network problems for end-users.
• Create knowledge base articles and train users on common tasks.
• Document issues and solutions; escalate complex problems when needed.
• Install, configure, and update software and operating systems.
• Collaborate with IT teams to improve processes and reliability.

Skills

IT Help Desk Support

Troubleshooting

Customer service

Communication

Bilingual Korean/English

Education

Bachelor's or higher in CS/IT

Certifications (e.g., CompTIA A+)

Tools

Help Desk Software

Remote Desktop Tools

LAN/WAN Troubleshooting

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. 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

Benefits

• 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