IT Desktop Support Technician III / Employee Technology Experience Technician III

POSITION SUMMARY STATEMENT:  

The End User Services Technician III is responsible for a broad scope of operational support and install, move, add, and change (IMAC) requests supporting the Desktop IT infrastructure in office environments. End User Services Technicians also support events.

DETAILED RESPONSIBILITIES/DUTIES:  

•   Provides service and end user support during maintenance checks or dispatches
•   Diagnoses errors or technical problems and determine proper solutions
•   Produces timely and detailed service reports
•   Documents processes
•   Collects and analyzes performance data to provide technical assistance
•   Provides technology support as needed for events
•   Ties workflow to schedule
•   Accurately documents solutions related to complex issues
•   Creates workaround procedures when standard procedures have failed and ensures issues are resolved
•   Troubleshoots and develops technical solutions related to software and setup errors for engineers, technicians, and customers
•   Builds positive relationships with customers
•   Comprehends customer requirements and make appropriate recommendations/briefings
•   Manages all on site installation, repair, maintenance and test tasks
•   Creates work instructions as part of corrective actions
•   Provides technical assistance to service technicians to resolve day to day issues, such as troubleshooting, documentation issues, and clarification of written procedures

SUPERVISORY RESPONSIBILITIES:  

N/A

QUALIFICATIONS:

Skills:

Required
•   Customer-centric
•   Attention to detail, strong communication skills
•   Passionate about technology
•   Ability to lift and move hardware
•   Strong knowledge of Windows 10, Office products 
•   Familiarity with desktop, laptops mobile devices, printers or other devices
•   Familiarity with Active Directory, ITIL Service Management and ticketing systems

Certificates / Training:

•   Preferred: CompTIA A+ or equivalent

Experience:

Level III
•   5+ years experience performing desktop / end user support

Education:

Required
•   Bachelor's in Information Technology or equivalent
 

Herbalife offers a variety of benefits to eligible employees in the U.S. (limited to the 50 States and the District of Columbia), which includes Group Health Programs, other Voluntary Benefit Programs, and Paid Time Off. Group Health Programs include Medical, Dental, Vision, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Basic Life/AD&D; Short-Term and Long-Term Disability, and an Employee Assistance Program (EAP). Other Voluntary Benefit Programs include a 401(k) plan, Wellness Incentive Program, Employee Stock Purchase Plan (ESPP), Supplemental Life/Critical Illness/Hospitalization/Accident Insurance, and Pet Insurance. Paid time off includes Company-observed U.S. Holidays, Floating Holidays, Vacation, Sick Time, a Volunteer Program, Paid Maternity and Paternity Leave, Bereavement Leave, Personal Leave and time off for voting.