IT Support Specialist II
Iherb - Irvine, CA
posted 3 months ago
About the position
The Information Technology Support Specialist II at iHerb is responsible for performing analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations. This role involves diagnosing and resolving problems in response to customer-reported incidents, conferring with end users to determine the types of hardware and software required, and installing new hardware and software while maintaining existing components. The specialist will also train end users in the use of equipment and software, perform general maintenance tasks, and troubleshoot issues with user devices and peripheral equipment located throughout the organization. Additionally, the role requires preparing progress reports for all work performed and evaluating products for compatibility, expandability, and ease of use and support, recommending to management the support or nonsupport of evaluated products. In this position, the specialist will provide second-level customer service and technical support to all end-users for hardware and software systems. They will address incoming incidents and requests from end-users via a ticket management system, chat, and e-mail in a courteous and professional manner. The specialist will analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff, escalating as necessary. They will assist with developing and enforcing hardware and software standards, install, configure, and test installed hardware and software on new or existing devices, and maintain accurate hardware and software inventory while performing audits as needed. The role also includes onboarding and offboarding personnel, providing guidance to IT support staff and end-users, and communicating technical information to non-technical end users. The specialist will be expected to maintain confidentiality regarding the information being processed, stored, or accessed by end-users, review and evaluate new hardware and software products, and assist and interact with hardware and software vendors. Participation in team meetings and on-call support as needed is also part of the job. The specialist will implement security policies and compliance controls of the organization, install, configure, test, troubleshoot, and remediate operating system vulnerabilities, and may monitor infrastructure issues and resolve or escalate them to higher levels of support. Mentoring, training, and directing the work of other staff personnel may also be required.
Responsibilities
- 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.
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.
- Experience with standard helpdesk ticketing tools.
- 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 in Scripting -Bash, and PowerShell.
- Skill in organizing resources and establishing priorities.
- Excellent verbal and written communication skills.
- Ability to learn and support new systems and applications.
- Ability to establish and maintain cooperative working relationships.
Nice-to-haves
- Experience with Microsoft Intune
- Experience with JAMF
- Experience with Automox
- Experience with VDI
- Experience with Qualys
Benefits
- Health insurance
- 401k plan
- Paid holidays
- Flexible scheduling
- Professional development opportunities
