IT Help Desk Coordinator

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

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)

• Company provided lunch

• Paid-time off (PTO) and Paid Holidays per company policy

• Celebration & Condolence Benefits per company policy

• Holiday Gift certificates per company policy

• FSA (Flexible Spending Account) per company policy

• DCFSA (Dependent Child Care Spending Account) per company policy

Work Hours

• MON-FRI, 8:00am to 5:00pm