IT Support Specialist I

About the role

At iHerb, we believe in empowering our team members to live our mission of making health and wellness accessible to everyone. Our IT Support Specialists play a crucial role in ensuring our customers have a seamless online shopping experience.

Responsibilities

• 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.
• Aid in implementing hardware and software standards.
• Install software on new or existing devices, in accordance with standard procedures.
• 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.
• Aid 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.

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.
• 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

• A high school diploma or GED.
• An associate’s degree or equivalent experience.
• A+/Network +/Google +IT Support/or Cisco (CCENT or CCNA) or Microsoft certifications a plus.

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.