IT Help Desk Specialist

H Mart is seeking an approachable, hands-on Tech Operations Specialist to deliver dependable frontline technical support across our Illinois office and store locations. In this role, you will be the direct point of contact for resolving user hardware, software, and network challenges via phone, email, and in-person support. Beyond everyday troubleshooting, you will maintain documentation, streamline internal IT processes, and help educate team members to ensure stable, secure, and uninterrupted retail operations. Responsibilities but not limited to: 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 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 3 Old Concord Rd. Burlington, MA 01803 Work Hours MON-FRI, 9:00am to 6:00pm Compensation $64,200 - 106,100 per year