IT Support Specialist I

About the role

At iHerb, we believe in empowering our team members to live our promise of making healthy and balanced living accessible to everyone. Our mission is to innovate and improve the online shopping experience for our customers, and we rely on the collective efforts of our people to achieve this goal.

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.
• 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.
• Aid 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.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Experience with standard helpdesk ticketing tools.
• 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

• 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 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.
• 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.

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.
• 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.
• The Team Member may occasionally lift or move office products and supplies up to 25 pounds.
• Proper lifting techniques required.

Work Environment

• Hectic, fast-paced with multi-level distractions.
• Professional, yet casual work environment.
• Office / Warehouse environment.
• Ability to work extended hours as required.

Compensation

The expected salary range for this role is $25.99 - $34.50 USD. The actual base pay offered will be determined by factors such as the candidate's relevant experience, education, geographic location, and internal equity.