20160 - Sr. Service Desk Representative

Key Responsibilities

• Provide frontline technical support: Respond promptly to employee inquiries, assess issues, troubleshoot hardware and software problems, and resolve basic to moderately complex technical concerns across various devices.
• Manage IT support tickets: Accurately log, update, and close incidents within ITSM systems, ensuring timely resolution, clear documentation, and adherence to service level expectations.
• Install, configure, and maintain IT equipment: Set up, troubleshoot, and support PCs, laptops, printers (including Zebra and scrap printers), scanners, and other peripherals; perform imaging and system administration tasks as needed.
• Maintain data integrity and system compliance: Perform backup and restoration of user profiles and data, ensuring all processes align with company procedures and security standards; manage asset labeling and documentation.
• Adhere to service standards and continuous improvement: Follow established customer support protocols, meet performance metrics, support hardware/software lifecycle management, and assist with additional duties as assigned in a dynamic IT environment.

Basic Qualifications

• Associate’s degree or equivalent hands-on experience, with 3–5 years of experience in IT support or service desk environments
• Strong troubleshooting and problem-solving skills across hardware, software, and end-user systems
• Working knowledge of Windows OS, Microsoft Office Suite, Microsoft Exchange, and antivirus tools
• Basic understanding of networking concepts (e.g., connectivity, IP basics, device communication)
• Proven ability to analyze issues logically and implement effective corrective actions in a timely manner
• Strong organizational and communication skills, with the ability to manage multiple tasks, meet deadlines, and work both independently and collaboratively

Preferred Qualifications

• Experience working with ITSM or helpdesk ticketing systems in a structured support environment
• Demonstrated ability to coordinate projects or manage small technical initiatives from start to completion
• Familiarity with hardware imaging, device provisioning, or endpoint management tools
• Strong customer service orientation with experience supporting internal and external stakeholders in a professional environment
• Bilingual Korean/English Speaker preferred

Hourly Range

$22.00 - $30.00 an Hour

Benefits

In addition to a competitive salary, this position offers a fantastic benefits package that includes comprehensive medical/dental coverage, generous PTO, education assistance, and annual merit increase eligibility in a growth-focused work environment.

Team Culture

• Customer-first mindset: The team prioritizes responsiveness, empathy, and clear communication to ensure a positive support experience for all employees.
• Collaborative problem-solving: Team members actively share knowledge, support one another, and work together to resolve complex technical issues efficiently.
• Accountability and ownership: Individuals are trusted to manage their workload, follow through on tickets, and ensure issues are fully resolved with attention to detail.
• Continuous improvement and adaptability: The team embraces process improvements, evolving technologies, and feedback to enhance service quality and efficiency.
• Balanced independence and teamwork: While self-sufficiency is encouraged, team members contribute to a supportive environment where help and guidance are readily available.

Equal Employment Opportunity

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.