Topic Edit: IT Technical Support (Sr. Staff)

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IT Technical Support (Sr. Staff) – Korean Bilingual
Location: Washington, DC 20003
Employment Type: 1-Year Contract, Renewable
Salary: $5,657/month
 Monday–Friday, 9:00 AM–6:00 PM (subject to change)
Korean/English Bilingual: Required

We are seeking an experienced and customer-focused IT Technical Support (Sr. Staff) professional to join our IT support team in Washington, DC.

The ideal candidate will have 5+ years of hands-on enterprise IT support experience with strong expertise in Microsoft Active Directory, Windows environments, desktop support, and end-user troubleshooting.

This is a Tier 2 IT Helpdesk / Technical Support position responsible for resolving escalated technical issues, supporting users and executives, managing user access, and working closely with infrastructure and Tier 3 teams.

Key Responsibilities
Provide Tier 2 technical support for laptops, desktops, mobile devices, printers, and other IT peripherals in a Windows environment.
Troubleshoot and resolve issues related to Microsoft Active Directory, including user accounts, permissions, Group Policy (GPO), Organizational Units (OU), and login/access issues.
Support Microsoft Office, including Outlook, Excel, Word, and PowerPoint, as well as enterprise collaboration tools.
Handle escalated issues from Tier 1 support and collaborate with Tier 3 and infrastructure teams for advanced troubleshooting and resolution.
Perform user onboarding and offboarding, including account provisioning, access management, and permission changes.
Provide on-site and after-hours VIP technical support for executives and urgent IT incidents when required.
Document incidents, troubleshooting steps, and resolutions accurately using ticketing/service management systems such as Zendesk, ServiceNow, or BMC Remedy.
Assist with software deployment, patching, system updates, and endpoint configuration.
Identify recurring technical issues and recommend root-cause solutions and process improvements.
Follow and maintain compliance with company IT security policies and procedures.
Support additional IT projects and operational initiatives as assigned.

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or a related field.
5+ years of hands-on experience in an IT support role in an enterprise environment.
Strong proficiency with Microsoft Active Directory (ADUC, GPOs, DNS, DHCP).
Solid experience supporting Windows 10/11, Office 2021/2023, and standard desktop applications.
Familiarity with remote support tools (e.g., SCCM, Remote Desktop, etc.).
Strong problem-solving and communication skills, both written and verbal.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Certifications such as CompTIA A+, Network+, Microsoft (MCP, MCSA), or similar are preferred.
VDI support experience is a plus.
MacOS support experience is a plus.
Working knowledge of ITIL practices is a plus.
Preferred Experience:

Experience in IT service desk environments supporting 500+ end users.
Exposure to basic scripting (PowerShell) for automation tasks.
Experience with ticketing systems (e.g., Zendesk, ServiceNow, BMC Remedy).
Experience with Enterprise Mobility Management (or Mobile Device Management).
Experience with WDS (Windows Distribution Services).
Experience with disk imaging/cloning tools.

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