Job Title: IT Help Desk Support Technician
Department: Information Technology
Type: Direct hire (non-Exempt)
Pay: 25/hr (or higher based on job experience)
Location: 776 Henrietta Creek Rd Ste 100, Roanoke, TX 76262

Position Summary (Purpose of job):
Primary focus of this role will focus on providing exceptional customer service while being
responsible for supporting end user activities including triage, troubleshooting, password
resets, software installation, PC hardware repair, and hardware deployment, including laptops,
desktops, mobile devices, printers, video conference systems, and other conference room
equipment. You will manage end user support via phone, email, chat, ticketing, and remote
administration. You will be part of achieving Samsung HVAC’s Information Technology
team goal of delivering a world-class support experience to our employees.

Key Responsibilities
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1. Always making the customer your top priority, you will provide exceptional
service according to technical requests across a wide variety of operating
systems and devices, while collaborating with other IT team members to
provide best-in-class service for end-user hardware/software support.

50
2. Establishing new user setup of hardware, software, operating systems,
account management, and setting up corporate and test environments.
Research problems as needed to develop solutions and stay current with
industry changes in hardware, software, support, and security adherence to
established Service Level Agreements, asset management of inventory and
all IT related equipment

30

3. Testing and training of company operating software, while creating training
videos/manual for company operating software to help with installation,
troubleshooting, supporting of company operating software, Office 365
package and other company used software packages.
20

100%

Minimum Job Qualifications:
Education/Training –
• Bachelor’s Degree in Information Technology or equivalent work experience
• 1- 2 years of experience in information technology field
• General knowledge of Microsoft Office suite, including word, excel, outlook, etc
• Experience providing support to internal and external customers to resolve IT issues

Specialized Knowledge/Skills –
• Must be bilingual Korean / English (both verbal and written)
• Knowledge of HVAC Industry a PLUS

• Strong interpersonal skills to demonstrate teamwork, leadership, and flexibility while
working with all levels of the organization
• Strong verbal, interpersonal and written communication skills required, with a strong
customer focus
• Team player with the ability to work in a fast-paced environment is a must
• Ability to organize and prioritize tasks to ensure timely completion
• Bilingual in Korean and English preferred

Working Conditions:
Environment (Office, warehouse, etc.) –
• Operate a computer keyboard, telephone and view a video display terminal more than
90% of work time
• Visual acuity, color distinction, and numeric and character detail distinction for the
analysis and preparation of statistical reports and information
Physical Requirements (Lifting, standing, etc.) –
• Lift, move, or adjust general office equipment, boxes, or materials weighing up to 25
pounds using proper materials handling equipment and procedures
• Occasionally work additional hours beyond normal schedule
• Individual must possess a valid driver’s license in good standing
• Ability to travel as needed

(This description is general in nature and is not intended to be an exhaustive list of all
responsibilities.
Samsung HVAC America, LLC. Is committed to employing a diverse workforce, and provide
Equal Employment Opportunity for all individuals regardless of race, color, religion, gender,
age, national origin, marital status, sexual orientation, gender identity, status as a protected
veteran, genetic information, status as a qualified individual with a disability, or any other
characteristic protected by law.

COVID-19 Flexible Work Approach
Samsung HVAC America, LLC. Is currently maintaining a Flexible Work Approach until a
later date
• We continue to monitor the advice of CDC as well as health and government officials
and will not rush any decisions to reopen or allow more staff into our facilities until a
later date.
• Currently, our facilities are operational for our teams who require dedicated space to
perform their role.
• In addition, staff who are currently working remotely may return to the office on a
voluntary basis if they are fully vaccinated for a minimum of 2 weeks*
All staff will need to undergo pre-entry screening, continue to wear masks, and maintain
social distancing

Please send your resume to me if you are interested in applying for this position.
Sarah Al
Corporate Recruiter | MOALINK
T: (469) 500-1701
Email: moa@moalink.com