About this role
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 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)
- Company provided lunch
- 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.
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