IT Help Desk 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. 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

• 801 Civic Center Dr, Niles, IL 60714

Work Hours

• MON-FRI, 8:00am to 6:00pm (45 hours per week)

Compensation

• $62,000 - 102,500 per year
• Actual compensation will be determined based on relevant experience, qualifications, skills, and other job-related factors.