IT Support- (Bilingual English/Chinese or English Korean)

POSITION SUMMARY:

We are seeking a motivated and technically proficient Service Desk Associate to join our dynamic IT team. This role offers a unique opportunity to gain hands-on experience across various IT functions, including telecom, hardware, networking, and system administration. The ideal candidate will be a strong communicator with a passion for problem-solving and delivering exceptional customer service. Occasional travel to other office locations may be required.

KEY RESPONSIBILITIES:

• Respond to incoming help desk requests via phone, email, and ticketing system, ensuring timely and courteous resolution of end-user issues.


• Develop and enforce procedures for handling and escalating requests.


• Monitor and verify the effectiveness of issue resolutions.


• Analyze help desk trends and performance to identify recurring issues and recommend improvements.


• Recommend and implement system reconfigurations based on support trends.


• Develop and deliver end-user training programs to enhance computer literacy and self-sufficiency.


• Create and maintain user documentation, including help sheets, guides, and FAQs.


• Research emerging technologies and support procurement and implementation efforts.


• Coordinate with vendors for system installations and resolve adaptation issues.


• Perform hands-on technical support, including software/hardware installation, system configuration, and file backup.


• Other duties as assigned
  
  SKILLS & QUALIFICATIONS:

• Must have exceptional communication, organization, and time management skills


• IT infrastructure technologies, including server, desktop, storage, data center, and networking


• Strong technical proficiency with computer systems and IT support tools.


• Excellent interpersonal, written, and verbal communication skills.


• Proven ability to manage performance and build strong working relationships.


• Strong analytical and problem-solving skills with keen attention to detail.


• Ability to prioritize and manage tasks in a fast-paced, high-pressure environment.


• Customer-focused mindset with a commitment to service excellence.


• Comfortable working both independently and collaboratively in a team setting.


• Ability to explain technical concepts in user-friendly language.


• Must have reliable transportation


• Must be bilingual in English/Chinese or bilingual English/Korean

EDUCATION & EXPERIENCE:

Bachelor's degree in a related field with at least 2 years of relevant experience,

OR

4 years of experience in a related IT support role.

PHYSICAL REQUIREMENTS:

• · Prolonged periods of sitting at a desk and working on a computer.


• · Must be able to carry, lift, push or pull at least 20lbs

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.