On-Site IT Help Desk Specialist - User Tech Support

H MART - Corp; Burlington (MA); On-site; USD 64,000 - 106,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Life Insurance

PTO & Paid holidays

Employee Assistance Program

HSA

Job summary

H Mart is seeking a hands-on Tech Operations Specialist to deliver frontline IT support for our Burlington, MA area locations. You will troubleshoot hardware, software, and network issues, escalate when needed, and maintain documentation to ensure secure retail operations.

You will also help educate team members, create knowledge base articles, and contribute to improving IT processes across the store network. The role is full‑time with standard business hours and comprehensive benefits.

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 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.
• 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.

Job description

H Mart is seeking a hands-on Tech Operations Specialist to deliver frontline IT support for our Burlington, MA area locations. You will troubleshoot hardware, software, and network issues, escalate when needed, and maintain documentation to ensure secure retail operations.

You will also help educate team members, create knowledge base articles, and contribute to improving IT processes across the store network. The role is full‑time with standard business hours and comprehensive benefits.