IT Helpdesk Support Specialist

Location: Whittier, CA
Employment Type: Full-time, Direct Hire

We are seeking an IT Helpdesk Support Specialist to provide technical support for stores across the California region. This role involves resolving hardware, software, and network issues while ensuring smooth IT support operations. Strong problem-solving skills, attention to detail, and the ability to explain technical concepts clearly to non-technical users are essential.

Work Type: Onsite / Full-time
Working Hours: Monday – Friday, 8:00 AM – 5:00 PM

Salary:

Entry Level: $50K+ (DOE)

Manager Level: Approx. $70K (DOE)

Job Description:

Respond to user inquiries via phone, email, and in-person support

Troubleshoot hardware, software, and network issues

Guide users through problem-solving steps in an understandable way

Diagnose technical issues reported by end users and perform troubleshooting

Escalate complex issues to higher-level IT support teams

Perform root cause analysis (RCA) and recommend preventive measures

Accurately document user issues and resolution details

Create and update knowledge base documentation

Install, configure, and update software and operating systems

Resolve network issues including LAN and WAN

Conduct regular system maintenance and ensure IT security and stability

Provide basic training on hardware and software usage

Create user guides and tutorials

Collaborate with other IT teams and departments to resolve complex issues

Participate in meetings and contribute to IT process improvement

Qualifications:

Experience in IT helpdesk or similar roles

Knowledge of computer hardware/software and troubleshooting

Excellent communication and customer service skills

Experience with helpdesk software and remote support tools

Relevant certifications preferred (e.g., CompTIA A+, Microsoft Desktop Support Technician)

Degree in Computer Science, Information Technology, or related fields preferred

Bilingual in Korean and English

Benefits:

Health, dental, and vision insurance; Employee Assistance Program (EAP)

401(k) retirement plan with up to 5% company match

Life and AD&D insurance

Business travel accident insurance (BTA)

Company-provided lunch

Paid time off (PTO) and paid holidays

Employee recognition and gift programs

FSA (Flexible Spending Account)

DCFSA (Dependent Care Flexible Spending Account)

HSA (Health Savings Account)

Resume Submission: jenniferk@sbtgus.com