Mid-Level Helpdesk Engineer

Requirements: Bilingual in Korean and English required

• IT Walk-up bar support
• IT setup at cubicle for new hires and visitors (monitors, mouse/keyboard, docking station)
• Laptop/Desktop setup and imaging
• SecureZone/SecureRoom desktops and laptops
• Loaner laptops for DSK and DSA
• Ship laptops to remote users
• Laptop troubleshooting and repair
• Printer troubleshooting
• Decrypting and termination
• In charge of SSD Safe management and handing over SSDs to Cyber Security
• Replacement laptop
• Essential S/W support (VPN, Blackberry Work for mobile devices)
• DSA Wifi connection for mobile devices
• Installation of IT4U programs (Adobe Pro, Visio, MS Project)
• DSA compliance check (notify user to bring laptop, download and install missing security software, Windows 11 upgrade and Office 2021 upgrade)
• Active Directory (AD) account support (unlocking accounts, resetting user passwords, moving computers to the correct OU, disabling/enabling laptops and desktops)
• After-hours support
• Mac OS environment troubleshooting (when escalated from other members)
• Assigning tickets from the ManageEngine system to IT team members
• Answering IT hotline calls from users
• Application team backup: configuration of NASCA Lite for R&D upon Helpdesk team request
• Application team backup: deletion of user registration in Escort upon Helpdesk team request
• Application team backup: transferring NASCA and Escort exceptions for users moving to a replacement PC

Manager

• Overseas ticket system
• Assist technicians with escalated tickets
• Escalate to SDSA for VIP/non-helpdesk issues
• Backup when technicians are out of office
• Provide IT orientation to new hires
• Austin office (Texas) loaner remote setup
• Write IT help documents and post to SharePoint
• Lead and manage the Helpdesk team

Pay: $72,000.00 - $74,000.00 per month

Benefits:

• 401(k)
• Health insurance
• Paid time off

Work Location: Remote