IT Helpdesk Specialist

SBT Global, Inc.; San Francisco (CA); On-site; USD 39,950 - 44,083; Full time

Job summary

SBT Global, Inc. is seeking an IT Heldesk Specialist to support users in the San Francisco Bay Area. The role covers hardware, software, and network issues, with escalation to IT teams as needed.

The position requires bilingual Korean and English communication and offers an hourly rate of $29.00–$32.00 based on experience, with standard M-F 8:00am–5:00pm hours in Northern California.

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.

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.

Skills

Customer service

Troubleshooting

Remote desktop

LAN/WAN

Technical support

Communication

Education

Computer Science degree

Information Technology degree

CompTIA A+

Microsoft Certified Desktop Support Technician

Tools

Help desk software

Remote tools

Job description

IT Heldesk Specialist

Northern California (San Francisco Bay Area)

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

Work Hours MON-FRI, 8:00am to 5:00pm

MustBilingual in Korean and English

Job Description

• 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

• 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

Additional Information

All your information will be kept confidential according to EEO guidelines.