Responsibilities: - Serving as the first point of contact for employees seeking technical assistance over the phone or email - Determining the best solution based on the issue and details provided by employees. - Support various products including, but limited to Microsoft software products, computer equipment, network equipment, mobile phones, telephony equipment, Apple devices, etc. - Walk employees through the problem-solving process to meet a positive and satisfying conclusion - Direct unresolved issues to the next level of support personnel - Follow-up and update the employee on ticket status and information - Record events, problems, and their resolution in our ticket tracking program - Pass on any feedback or suggestions by employees to the appropriate internal team - Provide accurate information on IT products or services - Install computer peripherals and equipment for employees - Maintain daily performance of all software and hardware equipment, as needed - Identify and suggest possible improvements on procedures - May need to provide support after normal working hours Requirements: - Ability to multitask with a sense of urgency while maintaining a positive attitude. - Ability to be proactive and able to take direction and establish ownership of projects. - Extensive experience with Microsoft Windows XP, Windows 7, MS Office Suite 2007, 2010, 2013, antivirus software, print and imaging devices - Familiar with Private circuits, Firewalls, VMWare, SAN technology, Switches, routers, etc. - Proven working experience in providing help desk support in an Active Directory Windows environment - Proficiency in writing and speaking English and Mandarin - Excellent communication and interpersonal skills - Proven experience in troubleshooting, diagnosing, and/or monitoring of network devices - Advanced understanding of computer systems, mobile devices, and other tech products - Must be able to lift 35 lb. - Experience providing 24x7 on-call technical support is a plus