IT Support Specialist II

Job Description

iHerb is seeking an IT Support Specialist II to provide technical support to end-users. The role involves analytical, technical, and administrative tasks related to networked computing devices and workstations. The IT Support Specialist will diagnose and resolve problems, install hardware and software, train users, and maintain equipment.

Responsibilities:

• Provide customer service and technical support to end-users.
• Address incidents and requests via various channels.
• Perform routine inspections of equipment.
• Analyze and resolve escalated incidents.
• Assist with developing hardware and software standards.
• Install, configure, and test hardware and software.
• Maintain hardware and software inventory.
• Troubleshoot network and application problems.
• Onboard and offboard personnel.
• Adhere to security policies and compliance controls.
• Communicate technical information to non-technical users.
• Train customers on new devices and technologies.
• Maintain knowledge bases and documentation.
• Evaluate new hardware and software products.
• Assist with hardware and software vendors.
• Participate in team meetings and on-call support.
• Install, configure, test, troubleshoot, and remediate operating system vulnerabilities.

Requirements:

• Intermediate knowledge of computer and network systems.
• Excellent communication skills.
• Ability to learn and support new systems.
• Experience with helpdesk ticketing tools.
• Intermediate technical knowledge of Windows and Mac OS.
• Working knowledge of endpoint device and vulnerability management tools.
• 3-5 years of experience supporting macOS and iOS in an enterprise environment.
• 3-5 years of experience supporting Windows in an enterprise environment.
• Experience in Scripting -Bash, and PowerShell.
• Familiarity with ITIL and ITSM processes.
• High School Diploma or GED.
• Associate’s degree or equivalent experience.
• A+/Network +/Google +IT Support/or Cisco (CCENT or CCNA) or Microsoft certifications a plus