System Technician
Description
Who We Are Looking For
We are looking for a knowledgeable professional to join the USANA’s Philippines information technology team as a system technician. In this position, you will be responsible for providing technical support and assistance to end-users who are experiencing hardware, software, or network problems. This includes responding to helpdesk calls, tickets, resolving issues, and escalating complex problems to senior IT staff as needed. The System Technician will also be responsible for maintaining and updating documentation of helpdesk procedures and standards.
What You Will Do as USANA’s System Technician
Essential
- Respond to helpdesk tickets, telephone calls, emails, and in-person requests for technical assistance.
- Diagnose and troubleshoot hardware, software, and network issues, and resolve them in a timely manner.
- Escalate complex problems to senior IT staff and collaborate with them to resolve issues.
- Install, configure, and maintain hardware and software components, including desktops, laptops, printers, and peripherals.
- Provide technical support for operating systems, software applications, and mobile devices.
- Answer calls for IT support.
- Document helpdesk procedures, policies, and standards, and ensure that they are up-to-date.
- Maintain inventory of hardware and software assets, and manage software licensing compliance.
- Identify and recommend new technologies and solutions to improve the efficiency and effectiveness of the helpdesk.
- Understand business processes and identify opportunities for process improvements.
- Provide end-user training and support for IT systems and software applications.
- Assist with maintaining and updating the organization's IT knowledgebase.
- Willing to take shift between 8am to 9pm Monday to Friday.
- Require domestic and international travel for IT services in all USANA offices.
Additional
- Provide on-call support to team members/end-users outside office hours.
- Flexible working hours to work with home office project teams.
- Perform other duties or ad hoc projects as assigned or needed.
Background and Skills You Will Need
- 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 1 year 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 ServiceNow or Remedy.
- 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.
- Knowledge of ITIL best practices is a plus.
- Certifications such as A+ and Microsoft Certified Desktop Support Technician (MCDST) are a plus.
Position is located in 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 Associates are supplied with whatever they need to become successful.
USANA Health Sciences will never ask candidates to submit personal identifiable information via email, via messenger, or via attachments. Such information will only be collected by candidates logging into and submitting via a secure HR management portal. If you are requested to provide information via an unsecure source, please delete the email and contact USANA directly.