IT SUPPORT SPECIALIST

Description

Who We Are Looking For

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.

What You Will Do as a USANA IT Support Specialist

Essential

• 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.

Additional

• 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.

Qualifications/Knowledge, Skills & Abilities Requirements

• Associate degree in Computer Science, Information Technology, or related field.
• Good command of both written and spoken English. Other Asian language skill is an advantage.
• 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.

This role will base in USANA Philippines.

About USANA

Since 1992, USANA has provided the world with the highest-quality products focused on nutritional supplements, skincare, and a healthy lifestyle. But our commitment to excellence goes far beyond our products. USANA is dedicated to share our vision of health by empowering a global family of incredible employees based in more than 20 different markets around the world.

Community is at our core. It is our commitment to always strive to be open-minded listeners, hold ourselves and others accountable, be respectful, and celebrate the strength that comes from collaboration. Through initiatives like our Diversity, Equity, and Inclusion Council, we create a company culture where all members of the USANA Family feel cared for, included, and valued.

USANA employees do more than work for our company--we embody the culture, and we live our company values: Excellence, Integrity, Health, and Community. We are committed to doing whatever it takes to ensure USANA's direct-selling Brand Partners are supplied with whatever they need to become successful.