Service Desk I

Arbonne International LLC • Irvine, CA

4h • Onsite

About The Position

The Service Desk I Technician provides exceptional customer service to all end users, including senior-level management. This role emphasizes strong follow-through on all customer requests, delivered with a positive and professional attitude.

This position supports users with the setup and troubleshooting of new hardware systems, including workstations, printers, and other input/output devices such as iPhones and iPads. As the onsite technician for Arbonne, responsibilities may change daily based on the evolving needs of internal customers and employees.

Your day will be spent researching and resolving a variety of hardware and software issues for users across the organization. You will answer and log all incoming calls to the Service Desk support line and monitor the incident queue for new requests.

You are expected to perform initial troubleshooting, prioritize incoming requests based on business impact and ease of resolution, and provide timely follow-through. This role supports all onsite employees and plays a key part in our strategic focus on improving customer satisfaction, strengthening inventory management, and staying ahead of technological trends.

Requirements

• Understanding of Incident Management processes and IT ticketing systems such as ServiceNow
• Working knowledge of Windows 10 OS and basic networking
• Excellent customer service skills, including strong verbal and written communication
• Strong organizational, analytical, and troubleshooting skills
• Ability to manage multiple tasks in a fast-paced environment
• Willingness and ability to learn new technologies and adapt to change
• Bachelor’s degree in Computer Science or equivalent IT support experience

Nice To Haves

• macOS knowledge
• CompTIA A+ certification
• SCCM imaging and deployment experience

Responsibilities

• Engage and resolve all user incidents with a positive attitude and prompt response time
• Provide phone, remote, and in-person support
• Resolve incoming incidents through the internal ticketing system, including accurately recording, updating, and documenting requests in ServiceNow
• Assist with the new hire process, including installation and setup of required or recommended IT equipment
• Work closely with the operations team on the distribution center floor to understand technological needs and proactively address issues
• Manage the hardware “software development life cycle” (SDLC), including acquisition, deployment, inventory management, asset tagging, tracking, refresh, and disposal
• Perform work area setup, from desktop imaging to full workstation support, including PCs, laptops, printers, mobile devices, and other electronic equipment
• Maintain and update Active Directory (AD) daily
• Engage other team members or manage third-party resources when necessary
• Collaborate with IT Security and Infrastructure teams to support end users with additional access rights
• Support internally and externally originated compliance and security audits as needed
• Respond to multiple simultaneous phone calls, emails, and onsite technical support requests
• Keep the IT Operations team and Greenwood Management informed of incident status, escalations, and progress related to new implementations and technologies
• Demonstrate excellent customer service, communication, and interpersonal skills; work effectively in both onsite and remote team environments; and remain self-motivated
• Suggest, procure, and implement software solutions that support the security and management of users and equipment
• Solve problems through collaboration and resourcefulness
• Manage incidents from first client contact through resolution, using best-practice methodologies and providing clear documentation
• Create and maintain documentation for IT procedures and team reference guides
• Adhere to all compliance programs, including completion of all required and assigned training modules by established due dates
• Perform other duties as needed that are consistent with the nature and level of the role
• Each employee is responsible for raising awareness of our commitment to Corporate Social Responsibility and should actively participate in activities and initiatives which are designed to have a positive impact on the environment and local communities.
• As an employee of a purpose-driven company you are required to establish a goal relative to social and environmental impact.

Benefits

• Innovative Environment: Be part of a forward-thinking company that values innovation and continuous improvement.
• Career Growth: Opportunities for professional development and career advancement.
• Inclusive Culture: Work in a diverse and inclusive environment where every team member is valued.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees