Mandarin IT Service Desk Technician | Level 1-2 Support

VBeyond Corporation; Frisco (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

VBeyond Corporation in Frisco, Texas is seeking a Mandarin-speaking Service Desk Support Analyst to provide first- and second-line technical support in a corporate IT environment. You will handle issues across Windows, Office 365, and Active Directory, supporting Mandarin-speaking users.

You will work with ticketing tools such as ServiceNow, Jira, and Remedy, ensuring tickets are resolved within SLAs while maintaining clear documentation.

Qualifications

• Minimum experience in Service Desk, Help Desk, IT Support, or Technical Support.
• Fluency in Mandarin Chinese and English.
• Strong knowledge of Windows 10/11.
• Experience with Microsoft Office 365.
• Knowledge of Active Directory and user account management.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing platforms such as ServiceNow, Jira, Remedy.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.

Responsibilities

• Provide Level 1 and Level 2 technical support to end users through phone, email, chat, and remote support.
• Communicate with Mandarin-speaking users to understand and resolve technical issues.
• Troubleshoot Windows operating systems, desktops, laptops, printers, and Microsoft Office applications.
• Handle password resets, account unlocks, and user access issues using Active Directory.
• Provide basic troubleshooting for VPN, LAN, Wi-Fi, DNS, and network connectivity issues.
• Create, update, and manage incidents and service requests using ServiceNow, Jira, or Remedy.
• Monitor tickets and ensure timely resolution within defined SLAs.
• Escalate complex technical issues to the appropriate support teams.
• Maintain proper documentation of incidents, resolutions, and troubleshooting steps.
• Deliver excellent customer service and ensure user satisfaction.

Skills

Mandarin language

English language

Windows 10/11

Office 365

Active Directory

Networking basics

Troubleshooting

Customer service

Education

ITIL knowledge

CompTIA A+ certification

Tools

ServiceNow

Jira

Remedy

Job description

VBeyond Corporation in Frisco, Texas is seeking a Mandarin-speaking Service Desk Support Analyst to provide first- and second-line technical support in a corporate IT environment. You will handle issues across Windows, Office 365, and Active Directory, supporting Mandarin-speaking users.

You will work with ticketing tools such as ServiceNow, Jira, and Remedy, ensuring tickets are resolved within SLAs while maintaining clear documentation.