IT Technical Support (Tier 2)

Job Description

Overview :

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.

Qualifications :

Preferred Experience :

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

Job Reference : JN -102025-408624