IT Support Specialist II

Job Summary:

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal 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 second 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, and e-mail in a courteous and professional manner.

● Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary.

● Assist with developing and enforcing hardware and software standards.

● Install, configure, and test installed hardware and 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).

● Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data.

● Maintain accurate hardware and software inventory and perform audits as needed.

● Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers.

● Troubleshoot common network and application problems and coordinate resolution.

● Onboard and offboard personnel including equipment shipments.

● Provide guidance and explain policies and procedures to IT support staff and end-users.

● Assist users in obtaining access to systems.

● Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.

● Train customers on new devices and technologies.

● Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.

● Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current.

● Maintain confidentiality to the information being processed, stored, or accessed by the end-users.

● Review and evaluate new hardware and software products; recommend the implementation of new products.

● Assist and interact with hardware and software vendors.

● Participate in team meetings and on-call support as needed.

● Implement security policies and compliance controls of the organization.

● Install, configure, test, troubleshoot, and remediate operating system vulnerabilities.

● May monitor infrastructure issues and resolve or escalate to higher levels of support.

● May mentor, train, and direct the work of other staff personnel.

● 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:

· Intermediate 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.

· Intermediate technical knowledge of Windows and Mac Operating Systems.

· Working knowledge of endpoint device and vulnerability management tools and platforms such as Microsoft Intune, JAMF, Automox, VDI, Qualys, etc.

Experience Requirements:

· Proven work experience as a desktop or helpdesk support technician or engineer.

· Intermediate knowledge of patch management and software distribution.

· At least 3-5 years of experience supporting macOS and iOS operating systems in an enterprise environment.

· At least 3-5 years of experience supporting Windows operating systems in an enterprise environment.

· Execute plans and implement technical infrastructure projects to refresh supported systems.

· Experience in Scripting -Bash, and PowerShell.

Education Requirements:

Associate's degree, Bachelor of Science degree preferred, or Associate's degree and work experience.

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 stairs, use hands and fingers, bend, stoop and reach with hands and arms. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. The Team Member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The noise in the work environment is usually moderate for those working onsite. Other factors are:

● Hectic, fast-paced with multi-level distractions.

● Professional, yet casual work environment.

● Office / Warehouse environment.

● Ability to work extended hours as required.

#LI-JC1

The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc. iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations.

Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.

Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.

For more information on iHerb benefits, visit us at iHerbBenefits.com.

Anticipated Pay Scale:

$26—$56 USD

Staffing Agency Submission Notice

iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to . Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.

About iHerb

iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.

We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180+ countries.

Our vision is to become the #1 destination for health and wellness across the world.

With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:

Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·

Embrace Diversity & Inclusion · Strive for Simplicity

iHerb Benefits

At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for.

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.