Global Help Desk Technician

USANA Health Sciences • Salt Lake City, UT

7d • Hybrid

About The Position

We are looking for a customer-centered, technically skilled individual to join the USANA Global Help Desk team as a System Technician II. In this role, you will maintain company computers by installing, configuring, repairing, and upgrading hardware and software, provide advanced technical support to associates across the organization, and help drive continuous improvement of our support experience — including through the use of emerging AI-powered tools.

Requirements

• Familiarity with AI-assisted troubleshooting tools and the ability to incorporate AI insights into support workflows
• Experience using or administering AI-powered support platforms or automation tools
• Interest in emerging technologies, including AI-driven service management, with a mindset for continuous learning and process improvement
• Ability to identify opportunities where AI can reduce repetitive tasks and improve the help desk experience for employees
• 3–5 years of experience in a helpdesk or technical support role
• Strong knowledge of Windows and/or Linux operating systems, desktop hardware, software, and peripherals (Mac OS a plus), combined with strong problem-solving skills to diagnose complex issues
• Familiarity with helpdesk platforms such as ServiceNow or Remedy

Nice To Haves

• Knowledge of networking fundamentals
• Associate degree in Computer Science, IT, or related field preferred

Responsibilities

• Leverage AI-powered support tools to diagnose issues, streamline ticket resolution, and enhance the employee support experience
• Respond to and own escalated helpdesk tickets, calls, emails, and in-person requests, managing case load to meet defined service levels
• Diagnose and troubleshoot complex hardware, software, and network issues across desktops, laptops, servers, mobile devices (iOS and Android), and peripherals
• Collaborate with senior IT staff on complex problems and mentor junior helpdesk technicians
• Document all issues, procedures, and resolutions in our issue tracking system and maintain the organization’s IT knowledgebase
• Provide end-user training and identify opportunities to improve help desk efficiency through new technologies and process improvements

Benefits

• Health, Dental, Vision, Life and Disability Insurance
• On-site medical and mental health clinic for you and your dependents
• Flexible paid time off, including sick time, vacation, holidays, family hours, and floating holidays
• Paid parental leave for both primary and secondary caregivers
• 401k match and profit-sharing bonus
• Chiropractor visits, massages, fitness classes, and full-service gym
• Free and discounted USANA products
• Tuition reimbursement, mentorship opportunities, and learning and development licenses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree