IT Desktop Support Technician III / Employee Technology Experience Technician III

Herbalife • Winston-Salem, NC

21d • Onsite

About The Position

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.

Requirements

• 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
• 5+ years experience performing desktop / end user support
• Bachelor's in Information Technology or equivalent

Nice To Haves

• CompTIA A+ or equivalent

Responsibilities

• 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

Benefits

• Medical
• Dental
• Vision
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Basic Life/AD&D
• Short-Term and Long-Term Disability
• Employee Assistance Program (EAP)
• 401(k) plan
• Wellness Incentive Program
• Employee Stock Purchase Plan (ESPP)
• Supplemental Life/Critical Illness/Hospitalization/Accident Insurance
• Pet Insurance
• Company-observed U.S. Holidays
• Floating Holidays
• Vacation
• Sick Time
• Volunteer Program
• Paid Maternity and Paternity Leave
• Bereavement Leave
• Personal Leave
• time off for voting

What This Job Offers

• Job Type: Full-time
• Career Level: Senior