Global Help Desk Technician

About the role

USANA is seeking a customer-centered individual to join the global help desk team as a Global Help Desk Technician. In this role, you will maintain company computers by installing, configuring, repairing, and upgrading hardware and software, and support associates with technical-related issues while providing excellent customer service.

Responsibilities

• Provide support including proactive monitoring, troubleshooting, and system optimization
• Own and manage escalated support cases
• Provide mobile phone support with familiarity in iOS and Android
• Document all issues in the issue tracking system, updating cases as needed until resolved
• Manage case load to meet defined service levels
• Provide feedback on how to improve the product
• Help improve customer support methods and processes

Requirements

• Experience in IT support or Desktop Support preferred
• Customer service experience
• Ability and willingness to work flexible shifts, including nights/weekends
• Operating systems knowledge: Mac/Windows preferred
• Strong troubleshooting skills
• Ability to work with cross-functional teams

Qualifications

• Associate degree in a technical field
• Knowledge of networking fundamentals

Benefits

• Health, dental, vision, life, and disability insurance
• On-site medical and mental health clinic
• Chiropractic visits, massages, fitness classes, and a full-service gym
• Free and discounted USANA product
• 401k match and profit-sharing bonuses
• Internal and external opportunities for learning and development
• Paid parental leave for both primary and secondary caregivers
• Generous paid time off to help balance work and home