IT Help Desk Specialist

H Mart; San Francisco (CA); On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Health, Dental & Vision insurance

401(k) retirement with match

Life Insurance and AD&D

Paid time off & holidays

Lunch provided

Job summary

H Mart is seeking an IT Help Desk Support professional in the San Francisco Bay Area to respond to user inquiries, resolve hardware, software, and network issues, and guide end-users through solutions.

The role requires strong communication skills, experience with help desk tools, and the ability to create knowledge base articles. In-person support is part of the responsibilities and bilingual ability is a plus.

Qualifications

• Proven experience as an IT Help Desk or similar role.
• Knowledge of computer hardware, software, and troubleshooting techniques.
• Strong communication and customer service skills.
• Relevant certifications are a plus.
• A degree in Computer Science, Information Technology, or related field 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 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 to resolve complex issues.
• Participate in meetings and contribute to IT process improvements.

Skills

IT support experience

Hardware & software troubleshooting

Communication skills

Help desk software familiarity

Certifications (A+/MCDT)

Degree in CS/IT preferred

Korean & English bilingual

Education

Degree in Computer Science, IT, or related

Tools

Help desk software

Remote desktop tools

Job description

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.

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)
• Company provided lunch
• 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

• Northern California (San Francisco Bay Area)

Compensation

• Hourly rate: $29.00–$32.00 (based on experience)

Work Hours

• MON-FRI, 8:00am to 5:00pm