IT Support Specialist I

About this role

For A Better You

At iHerb, we believe that living a healthy and balanced life should be easy and accessible to everyone. As a team member, we’ll empower you to live this promise each day as you make a truly global impact in your career. 

We constantly strive for innovation, while transforming and improving the online shopping experience for our customers. We believe that individually we are incredible, but when we come together, our growth is infinite. In an industry that is constantly evolving, we are on a mission to make an impact on the global market, and the individual and collaborative efforts of our people are paramount to helping us succeed.

Whether you work in one of our logistics centers, technology hubs, corporate offices or even from home, your role at iHerb will take you beyond what’s expected, turning challenge into change. If you're ready for it, we want you to join our team. Get started now.

Job Summary:  The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing networked computing devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products. 

  Job Expectations:  ● Provide first level customer service and technical support to all end-users for hardware and software systems.  ● Address incoming incidents and requests from end-users via a ticket management system, chat, in-person, and e-mail in a courteous and professional manner.  ● Perform daily routine inspections and walkthroughs of common use equipment and touch base with designated stakeholders for any outstanding needs.  ● Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.  ● Assist with implementing hardware and software standards.  ● Install software on new or existing devices, in accordance with standard procedures. ● Image, test, install and set up application programs on user endpoints (Microsoft, Apple, and Google).  ● Install equipment, peripherals, and devices supporting business operations.  ● Maintain accurate hardware and software inventory and perform audits as needed. ● Assist with preventative maintenance within specified guidelines and procedures. ● Troubleshoot common network and application problems and coordinate resolution. ● Onboard and offboard personnel including equipment shipments.  ● Adhere to security policies and compliance controls of the organization; provide guidance and explain policies and procedures to end-users.  ● Ensure all access and change requests contain supporting evidence, justification, and approvals for SOX ITGC, compliance, and audit purposes.  ● Assist users in obtaining access to systems.  ● Communicate and translate technical information to non-technical end users; maintain communication and monitor incidents through to resolution.  ● Train customers on new devices and technologies.  ● Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation. ● Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.  ● Maintain confidentiality of the information being processed, stored, or accessed by the end-users.  ● May review and evaluate new computer hardware and software products.  ● Assist and interact with hardware and software vendors.  ● Participate in team meetings and on-call support as needed. 

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice. 

Job Requirements:  ● Knowledge of computer and/or network systems, applications, procedures and techniques. ● Skill in organizing resources and establishing priorities.  ● Excellent verbal and written communication skills.  ● Ability to learn and support new systems and applications.  ● Experience with standard helpdesk ticketing tools.  ● Ability to establish and maintain cooperative working relationships. 

Experience Requirements:   ● Proven work experience as a desktop or helpdesk support technician.  ● Working knowledge of patch management and software distribution tools and processes. ● At least 2 years of experience supporting Windows and or macOS operating systems in an enterprise environment.  ● Execute plans and implement technical infrastructure projects to refresh supported systems. ● Experience in Scripting -Bash, and PowerShell a plus. 

Education Requirements:   ● High School Diploma or GED  ● Associate’s degree or equivalent experience  ● A+/Network +/Google +IT Support/or Cisco (CCENT or CCNA) or Microsoft certifications a plus.

Judgment/Reasoning Ability: Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise, and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner. 

Physical Demands: The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb

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