IT Help Desk Specialist

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 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 Northern California (San Francisco Bay Area) Work Hours MON-FRI, 8:00am to 5:00pm Compensation $75,000 - 124,000 per year *Actual compensation will be determined based on relevant experience, qualifications, skills, and other job-related factors.