IT Helpdesk - MUST be bilingual in KOREAN

About the role

• 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.

Qualifications & Requirements

• MUST Bilingual in KOREAN/ENGLISH
• 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.