IT Help Desk Specialist: Fast, Friendly Tech Support Pro

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

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.