End User Services Technician III

　　Category: Global Technology Services

　　Position Type: Regular Full-Time

　　External ID: 11133

　　Location: Winston-Salem, NC, United States

　　Date Posted: Jan 22, 2024

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　　Overview

　　POSITION SUMMARY STATEMENT:

　　The 1st shift End User Services Technician III (IT Desktop Support Technician III) will work onsite daily at our state of art Innovation and Manufacturing facility in Winston-Salem, NC. Will work on a first shift schedule, working M-F 6am - 3pm after training is complete. During the first few months, while in training, will work a M-F 8am-5pm schedule before transitioning over to the normal 6am-3pm schedule.

　　The Technician III is responsible for a broad scope of IT operational support and install, move, add, and change (IMAC) requests supporting the Desktop IT infrastructure in office environments. End User Services Technicians also support on site events.

　　DETAILED RESPONSIBILITIES/DUTIES:

　　• Provides service and end user support during maintenance checks or dispatches

　　• Diagnoses errors or technical issues and resolves technical issues with 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

　　• 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

　　• Leads 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

　　SUPERVISORY RESPONSIBILITIES:

　　None

　　Qualifications

　　QUALIFICATIONS:

　　Skills:

　　Required

　　• Customer-centric focussed

　　• Strong Attention to detail

　　• Excellent written and verbal communication skills.

　　• Passionate about technology

　　• Ability to lift and move hardware

　　• Solid understanding of Windows 10, Office products

　　• Familiarity with desktop, laptops, mobile devices, printers and other devices

　　• Familiarity with Active Directory, ITIL Service Management and ticketing systems

　　• Ability to interact effectively at all levels with sensitivity to cultural diversity

　　• Willing to work onsite daily within the Manufacturing facility. Able to start with a M-F 8am-5pm schedule during initial training and then move permanently and work a M-F 6am-3pm schedule.

　　Experience ( Level III):

　　Required

　　• 5+ years experience performing IT desktop support / end user support

　　Education:

　　Required

　　• Bachelor's Degree in Information Technology or equivalent experience.

　　Certificates / Training:

　　Preferred:

　　• CompTIA A+ certification or equivalent

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　　At Herbalife, we value doing what’s right. We are proud to be an equal opportunity employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected characteristic. We value diversity, strive for inclusivity, and believe the differences among our teammates is a key contributor to Herbalife’s ongoing success.

　　Herbalife offers a variety of benefits to eligible employees in the U.S. (limited to the 50 States and the District of Columbia), which includes Group Health Programs, other Voluntary Benefit Programs, and Paid Time Off. Group Health Programs include Medical, Dental, Vision, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Basic Life/AD&D; Short-Term and Long-Term Disability and an Employee Assistance Program (EAP).

　　Other Voluntary Benefit Programs include a 401(k) plan, Wellness Incentive Program, Employee Stock Purchase Plan (ESPP), Supplemental Life/Critical Illness/Hospitalization/Accident Insurance, and Pet Insurance. Paid time off includes Company-observed U.S. Holidays, Floating Holidays, Vacation, Sick Time, a Volunteer Program, Paid Maternity and Paternity Leave, Bereavement Leave, Personal Leave and time off for voting.

　　If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email your request to [email protected] .

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