IT Technical Support -Bilingual (Korean/ English)

We are seeking a Korean/English bilingual skilled and customer-focused Tier 2 IT Helpdesk Technician with 5+ years of experience to join our dynamic IT support team. This position is critical to maintaining user productivity and IT service quality, with a strong focus on troubleshooting and resolving issues related to Microsoft Active Directory and Windows environments. Key Responsibilities: • Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments. • Troubleshoot and resolve incidents related to Microsoft Active Directory (user accounts, group policies, OUs, permissions, login issues, etc.). • Support Office suite (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools. • Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution. • Perform user onboarding/offboarding and manage access rights through AD and other systems. • Provide on-site & off-hour VIP Support for Executives and other urgent cases. • Maintain accurate records of issues and resolutions using the service management system (e.g., Zendesk, etc.). • Assist with software deployment, patching, and system updates. • Identify recurring issues and recommend long-term solutions or process improvements. • Ensure compliance with IT security policies and procedures. • 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. All your information will be kept confidential in accordance with EEO guidelines.