- Provide Tier 2 technical support for desktop and laptop computers, monitors, printers, scanners, mobile devices, and other peripherals.
- Troubleshoot and resolve hardware, software, network, and Windows-related issues.
- Support Windows 10/11 operating systems and Microsoft Office applications.
- Manage user accounts, password resets, access permissions, and other requests through Active Directory.
- Support user onboarding and offboarding, including account setup, access management, and equipment preparation.
- Install, configure, update, and maintain desktop hardware and software.
- Assist with software deployment, patches, system updates, and upgrades.
- Utilize remote support tools such as SCCM and BeyondTrust to diagnose and resolve user issues.
- Manage and document incidents, requests, troubleshooting steps, and resolutions through an IT ticketing system.
- Escalate complex technical issues to senior infrastructure or network teams when necessary.
- Provide on-site support and respond to urgent or business-critical IT issues.
- Identify recurring technical issues and recommend process improvements or long-term solutions.
- Maintain accurate IT asset and inventory records.
- Follow established IT security policies, procedures, and operational standards.
- Collaborate with network, infrastructure, security, and other IT teams to ensure timely issue resolution.
- 5+ years of hands-on IT support or Helpdesk experience.
- Strong experience supporting Windows 10/11 environment
Preferred Qualifications:
- Experience with PowerShell or basic scripting.
- Experience with software deployment, patch management, and system upgrades.
- Experience with IT asset management and inventory systems.
- Experience supporting network connectivity and basic networking issues.
- Experience in a manufacturing, government, or large enterprise IT environment.
- Knowledge of ITIL practices.
- CompTIA A+, Network+, Microsoft, or other relevant certifications.
- Korean/English bilingual communication skills.
- Hands-on experience with Microsoft Active Directory and user account management.
- Experience supporting Microsoft Office and standard enterprise applications.
- Experience troubleshooting desktop, laptop, printer, monitor, network, and peripheral issues.
- Experience with IT ticketing/service management systems.
- Experience supporting 500+ end users in an enterprise or corporate environment.
- Hands-on experience with remote support tools such as SCCM, BeyondTrust, Remote Desktop, or similar platforms.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to prioritize multiple support requests in a fast-paced environment.
- Strong customer service mindset and ability to communicate effectively with non-technical users.
All your information will be kept confidential according to EEO guidelines.
