IT Support Specialist

USANA Health Sciences

1d • Onsite

About The Position

We are looking for a dynamic talent to join USANA as IT Support Specialist. In this role, you are responsible for first-line technical support to end-users by assisting with basic hardware, software, and network issues. This role is responsible for responding to helpdesk calls and tickets, troubleshooting problems through initial diagnosis, and resolving common technical issues or escalating more complex cases to senior IT staff or the Regional IT team. The technician supports the setup, installation, and configuration of end-user devices, including Windows workstations, Mac computers, printers, and phones, as well as standard office applications. Additionally, the role involves maintaining accurate documentation of support activities and following established helpdesk procedures to ensure consistent and efficient service delivery.

Requirements

• Associate degree in Computer Science, Information Technology, or related field.
• Good command of both written and spoken English.
• At least 2 years of experience in a helpdesk or technical support role.
• Strong knowledge of Windows operating systems, desktop hardware, software, and peripherals.
• Familiarity with helpdesk software, such as Jira and Confluence.
• Strong problem-solving and analytical skills, with the ability to diagnose and troubleshoot hardware, software, and network issues.
• Excellent communication and interpersonal skills, with the ability to work effectively with end-users and other IT staff.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.

Nice To Haves

• Other Asian language skill is an advantage.

Responsibilities

• Respond to helpdesk tickets, phone calls, emails, chats, and in-person requests to provide timely first-level technical support to end-users.
• Provide Global Help Desk phone support and resolve Level 1 incidents, ensuring issues are addressed within established service levels.
• Perform initial diagnosis and troubleshooting of hardware, software, and network issues, resolving common problems or escalating more complex cases to senior IT staff or the Regional IT team.
• Support incident management activities, including logging, tracking, and assisting with resolution of planned and unplanned incidents, including participation in on-call rotations when required.
• Handle escalations from Global Help Desk operations as directed and collaborate with team members to resolve issues efficiently.
• Install, configure, and support end-user devices, including desktops, laptops, printers, mobile devices, and peripherals (Windows and Mac environments).
• Assist with building, testing, and deploying desktop operating system images (Windows and macOS) using tools such as Intune, and JAMF Pro, under guidance from senior team members.
• Support the installation, packaging, and testing of standard software and approved third-party applications.
• Provide support for operating systems, standard office applications, and business software.
• Follow ITIL-based service management processes when handling incidents, requests, and changes.
• Accurately document incidents, resolutions, troubleshooting steps, and support activities in the helpdesk system.
• Assist in maintaining and updating IT documentation, knowledgebase articles, and support procedures.
• Maintain accurate inventory records of IT assets and support software licensing compliance activities.
• Deliver basic end-user training and guidance on IT systems, tools, and best practices.
• Identify recurring issues and suggest improvements to processes, documentation, or support practices.
• Support gathering and documenting basic business requirements and assist in identifying process improvement opportunities.
• Participate in domestic and occasional international travel to support IT services across organizational locations, including APAC offices.
• Provide on-call technical support to team members and end-users outside of standard business hours, as required.
• Participate in a shift roster, with flexibility to work between 8:00 AM and 9:00 PM, Monday to Friday.
• Support and contribute to ad hoc IT tasks and projects as assigned.

What This Job Offers

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