IT Helpdesk - MUST be bilingual in KOREAN

SBT Global•Plymouth, MI

7d•Onsite

About The Position

The IT Helpdesk role provides Tier 2 technical support for desktop and laptop computers, monitors, printers, scanners, mobile devices, and other peripherals. The position troubleshoots hardware, software, network, and Windows-related issues, supports Windows 10/11 and Microsoft Office, and manages user accounts, permissions, and onboarding and offboarding requests through Active Directory. The role installs, configures, updates, and maintains desktop hardware and software; assists with software deployment, patches, and upgrades; and uses remote support tools such as SCCM and BeyondTrust to diagnose and resolve issues. It documents incidents, requests, troubleshooting, and resolutions in an IT ticketing system, escalates complex issues as needed, provides on-site support for urgent matters, maintains asset records, follows IT security and operational standards, and collaborates with other IT teams. The position is based in Plymouth, Michigan, and pays $60,000–$65,000 depending on experience.

Requirements

Bilingual Korean and English skills.
At least 5 years of hands-on IT support or Helpdesk experience.
Strong experience supporting a Windows 10/11 environment.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Ability to prioritize multiple support requests in a fast-paced environment.
Strong customer service mindset and ability to communicate effectively with non-technical users.

Nice To Haves

Experience with PowerShell or basic scripting.
Experience with software deployment, patch management, and system upgrades.
Experience with IT asset management and inventory systems.
Experience supporting network connectivity and basic networking issues.
Experience in a manufacturing, government, or large enterprise IT environment.
Knowledge of ITIL practices.
CompTIA A+, Network+, Microsoft, or other relevant certifications.
Hands-on experience with Microsoft Active Directory and user account management.
Experience supporting Microsoft Office and standard enterprise applications.
Experience troubleshooting desktop, laptop, printer, monitor, network, and peripheral issues.
Experience with IT ticketing or service management systems.
Experience supporting 500 or more end users in an enterprise or corporate environment.
Hands-on experience with remote support tools such as SCCM, BeyondTrust, Remote Desktop, or similar platforms.
Korean/English bilingual communication skills.

Responsibilities

Provide Tier 2 support for computers, monitors, printers, scanners, mobile devices, and other peripherals.
Troubleshoot and resolve hardware, software, network, and Windows-related issues.
Support Windows 10/11 operating systems and Microsoft Office applications.
Manage user accounts, password resets, access permissions, and other requests through Active Directory.
Support user onboarding and offboarding, including account setup, access management, and equipment preparation.
Install, configure, update, and maintain desktop hardware and software.
Assist with software deployment, patches, system updates, and upgrades.
Use remote support tools such as SCCM and BeyondTrust to diagnose and resolve user issues.
Document incidents, requests, troubleshooting steps, and resolutions in an IT ticketing system.
Escalate complex technical issues to senior infrastructure or network teams when necessary.
Provide on-site support and respond to urgent or business-critical IT issues.
Identify recurring technical issues and recommend process improvements or long-term solutions.
Maintain accurate IT asset and inventory records.
Follow established IT security policies, procedures, and operational standards.
Collaborate with network, infrastructure, security, and other IT teams to ensure timely issue resolution.