Bilingual IT Operations & Systems Support Specialist

Hisense USA•Alpharetta, GA

14d

About The Position

Overview: The IT Operations & Systems Support Specialist is responsible for supporting day-to-day IT operations and enterprise business systems. This role focuses on core IT operations and end-user support, including IT infrastructure, devices, user accounts, and security administration, while also supporting enterprise systems, primarily SAP and EDI operations. This position works closely with Operations, Supply Chain, Finance, HQ IT, and external vendors to ensure stable IT services, reliable system performance, and accurate business data flow.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a related field.
1+ years of experience in IT Support, Help Desk, or Systems Support roles
Hands-on experience supporting Windows environments and Microsoft 365
Basic understanding of ERP systems (SAP preferred) and EDI operations
Strong troubleshooting skills with a customer-service mindset
Speak and write both English and Chinese (Mandarin)
Ability to work cross-functionally with Operations, Supply Chain, Finance, and external partners
Strong communication, documentation, and organizational skills

Responsibilities

Help Desk & End User Support Provide Level 1–2 IT support for internal users, including desktops, laptops, printers, scanners, mobile devices, VOIP phone, meeting reservation device and peripherals
Serve as the primary point of contact for IT Help Desk support and manage IT service tickets related to hardware, software, network access, VPN, and user accounts
Diagnose and troubleshoot Windows OS, Microsoft 365, VPN connectivity, common business applications, and third-party system/applications
Support employee onboarding and offboarding, including laptop setup and replacement, data backup, and system access setup or removal
Maintain standard laptop recommendations, coordinate hardware (such as laptops, servers, VOIP phone, etc) scrapping, recycling, and disposal. Coordinate with vendors for hardware procurement, warranty services, and repair support
Diagnose and resolve hardware and software issues, including disk management, system upgrades, patching, security updates, system activation, reinstallation, and data recovery.
Support account administration, MFA implementation, and Azure AD access management
Maintain software licensing compliance and manage version control.
Assist with IT security operations, including access reviews, incident response support, MFA implementation, Azure AD domain management, and preparation for ISO 27001 audits, training, and drills, etc.
SAP & Enterprise System Support Provide Tier 1 operational support for SAP users, including access issues, basic transaction errors, and system troubleshooting
Support SAP daily operations across Supply Chain, Logistics, Finance, and Service functions
Coordinate with HQ IT, regional SAP consultants, and external consultants for issue resolution and system enhancements.
Assist with system testing, validation, and documentation related to SAP configuration changes, upgrades, or functional updates.
EDI Operations & Monitoring Monitor and troubleshoot EDI transactions (e.g., 940, 943, 945, 810, 856) to ensure accurate and timely data exchange.
Resolve EDI transmission and data issues in coordination with internal teams, customers, and third-party EDI providers.
Support daily EDI exception handling to ensure operational continuity and data accuracy
Maintain documentation for EDI workflows, standard operating procedures, and common issue resolutions