Senior IT Operations Specialist- Bilingual; Korean​/English

Senior IT Operations Specialist
- Bilingual (Korean/English)

• Contract
• Compensation: USD 55 - USD 60 - hourly

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WOONGJIN, Inc. is a rapidly growing team who provides a range of unique, exceptional, and enhanced services to our clients. We have a strong moral code that includes the service of goodness without expectations of reward. We are motivated by the sense of responsibility and servant leadership.

• Medical Insurance
• Vision Insurance
• 401(k)
• Paid Sick hours

• Able to handle urgent and complex support issues and coordinate the effort within the IT Operations Team.
• Act as an escalation point for all IT requests and incidents.
• Develop and enhance phone and ticket escalation processes to ensure smooth escalation and information flow within the IT Operations team.
• Provide data and reports on KPIs and trends using Zendesk ITSM on a weekly, monthly, and as-needed basis.
• Responsible for daily ticket analysis and developing strategies for improvement.
• Monitor all IT communication channels on Slack, MS Teams, and email.
• Responsible for participating in escalation calls as needed.
• Review and approve purchase orders responsibilities.
• Review survey feedback to improve services, tools, and support experience.
• Provide extensive VIP Support for 70+ Corporate Executives and dispatchers from HQ.
• Working as primary technical support between tier 2 and the systems/network team.
• Understanding Microsoft Directory, Group Policy, DNS, and certificates (Windows PKI).
• Experience with SCCM on Image deployment, SCEP, and Deployment on Windows, Mac, and Linux.
• Good troubleshooting technique on physical workstations, laptops, printers, etc.
• Responsible for deploying and maintaining company's in-house security tools.
• Participate in the on-call rotation as an IT Operations Team Lead.

Pay rate: $55 - $60/hr. (D.O.E)

• Korean speaking Bilingual.
• Has previous experience in enterprise IT and a solid understanding of business culture.
• Proficiency in writing reports for management and presenting them.
• Create weekly and monthly reports for management and customers and present them.
• Identify root causes of issues and communicate effectively with management and customers.
• Experience in supporting Windows 11 and Mac OS.

All your information will be kept confidential according to EEO guidelines.