IT Help Desk Specialist
H Mart
- Location
- Onsite (Burlington, MA)
- Compensation
- $64k - $106k/yr
- Employment
- Full-time
- Level
- Mid Level
Posted 1 week ago
About the role
H Mart is the largest Asian supermarket chain in America, seeking an IT Help Desk Specialist to provide frontline technical support across its Illinois office and store locations. The role involves resolving hardware, software, and network issues to ensure stable retail operations.
Skills
Technical support
Hardware troubleshooting
Software troubleshooting
Network troubleshooting
Customer service
Root cause analysis
Knowledge base management
Software installation
Operating system configuration
LAN/WAN support
System maintenance
User training
Remote desktop tools
Help desk software
Communication skills
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- Life insurance
- PTO
- Paid holidays
- EAP
- FSA
- HSA
- DCFSA
Perks
- Smart card points
- Holiday gift certificates
Full job details
H Mart is seeking an approachable, hands-on Tech Operations Specialist to deliver dependable frontline technical support across our Illinois office and store locations. In this role, you will be the direct point of contact for resolving user hardware, software, and network challenges via phone, email, and in-person support. Beyond everyday troubleshooting, you will maintain documentation, streamline internal IT processes, and help educate team members to ensure stable, secure, and uninterrupted retail operations.
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
- 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
- 3 Old Concord Rd. Burlington, MA 01803
Work Hours
- MON-FRI, 9:00am to 6:00pm
Compensation
- $64,200 - 106,100 per year