It Technical Support Jobs

Samsung SDS America is seeking a bilingual Korean/English IT Technical Support (Tier 1) in Auburn Hills, MI. This is an onsite technical support role that will support with Windows operating systems users in corporate environment.

While providing the highest level of customer service, the Helpdesk Agent answers incoming calls, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. Helpdesk escalates unresolved problem/issues/requests to the proper tier 2 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. This role will also support executives and VIPs.

Responsibilities:

• Logging, categorizing and processing all incoming ticket activity in the Helpdesk Ticketing system
• Provide desktop support for employees and executives
• Escalate issues to the second level support teams
• Troubleshooting and resolve all hardware, software and network problems
• Be able to work independently, in a fast-paced environment and within a team
• Manage user accounts updates, password resets
• Document procedures, FAQs, and inventory of assets
• Serving as initial point of contact for internal applications, hardware, mobile and remote technology
• Must be willing to travel up to 10 % of time
• Use tracking system to: document, track, and update the customer to ensure a timely resolution with documented status, communications, and results
• Following up on any outstanding issues with customers regarding status and closure of incidents/requests

Requirements

• 1+ years of IT experience
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Strong knowledge of core applications including Windows/Mac OS, Microsoft Office, Imaging Software, and Active Directory
• Excellent problem-solving, communication and interpersonal skills
• Associate degree preferred
• HS Diploma Required
• Knowledge of Windows XP/7, Mac OS, Office 2007/2010/2013, PC hardware

Preferred Qualifications:

• Experience with Remote Support and VPN
• Experience with Helpdesk ticket tracking software and knowledge of remote desktop support tools

Benefits

Samsung SDSA offers a comprehensive suite of programs to support our employees:

• Additional benefits
• Wellness program
• 401K match and savings plan
• Top-notch medical, dental, vision and prescription coverage
• Life insurance
• Paid Holidays
• Flexible spending accounts
• Paid Time off
• Parental leave

Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.

We are committed to providing reasonable accommodations to participate in the job application or interview process for candidates with disabilities. If you need assistance and/or a reasonable accommodation, please send your request to this email.