Global Help Desk Technician

Global Help Desk Technician USANA Health Sciences - 4.2 Salt Lake City, UT Job Details Full-time 18 hours ago Benefits Profit sharing Paid parental leave Paid holidays Disability insurance Health insurance Dental insurance Tuition reimbursement Paid time off Parental leave Vision insurance 401(k) matching Qualifications AI use case identification Tooling Improving operational efficiency Continuous improvement Computer hardware Desktop (troubleshooting support) AI-driven automation Desktop administration Automation tools Peripheral hardware support Ticketing system technical support Full Job Description Who We Are Looking for and What You Will Do as a System Technician We are looking for a customer-centered, technically skilled individual to join the USANA Global Help Desk team as a System Technician II. In this role, you will maintain company computers by installing, configuring, repairing, and upgrading hardware and software, provide advanced technical support to associates across the organization, and help drive continuous improvement of our support experience — including through the use of emerging AI-powered tools. Leverage AI-powered support tools to diagnose issues, streamline ticket resolution, and enhance the employee support experience Respond to and own escalated helpdesk tickets, calls, emails, and in-person requests, managing case load to meet defined service levels Diagnose and troubleshoot complex hardware, software, and network issues across desktops, laptops, servers, mobile devices (iOS and Android), and peripherals Collaborate with senior IT staff on complex problems and mentor junior helpdesk technicians Document all issues, procedures, and resolutions in our issue tracking system and maintain the organization's IT knowledgebase Provide end-user training and identify opportunities to improve help desk efficiency through new technologies and process improvements What You Will Need Familiarity with AI-assisted troubleshooting tools and the ability to incorporate AI insights into support workflows Experience using or administering AI-powered support platforms or automation tools Interest in emerging technologies, including AI-driven service management, with a mindset for continuous learning and process improvement Ability to identify opportunities where AI can reduce repetitive tasks and improve the help desk experience for employees 3-5 years of experience in a helpdesk or technical support role; Associate degree in Computer Science, IT, or related field preferred Strong knowledge of Windows and/or Linux operating systems, desktop hardware, software, and peripherals (Mac OS a plus), combined with strong problem-solving skills to diagnose complex issues; familiarity with helpdesk platforms such as ServiceNow or Remedy What Will Make You Standout Knowledge of networking fundamentals Position is hybrid/in-office located in Salt Lake City. Who We Are Since 1992, USANA has put science first with our focus on in-house research and manufacturing based in Salt Lake City, Utah to drive the creation of supplements that give your body the exact nutrition it needs to thrive. It's why millions across the globe choose USANA as the nutritional provider for themselves and their loved ones. Today we are a billion-dollar company, thanks in part to more than 1,700 employees based around the world. Our Culture Excellence, Health, Integrity, and Community are core to our business. 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 Inclusion and Belonging Council, we create a company culture where all members of the USANA family feel cared for, included, and valued. USANA has repeatedly been named one of Utah's Best Companies to Work For by Utah Business magazine, one of America's Best Companies to Work For by Outside Magazine, one of the Best Places to Work for in the Direct Selling Industry by Direct Selling News, and named a top employer by Best of State. What You Will Love About USANA Our science backed mission to improve lives starts with you. With holistic wellness benefits, flexible work, and a culture built on care and connection, we help you thrive, so you can help others around the world do the same. Health, Dental, Vision, Life and Disability Insurance On-site medical and mental health clinic for you and your dependents Flexible paid time off, including sick time, vacation, holidays, family hours, and floating holidays Paid parental leave for both primary and secondary caregivers 401k match and profit-sharing bonus Chiropractor visits, massages, fitness classes, and full-service gym Free and discounted USANA products Tuition reimbursement, mentorship opportunities, and learning and development licenses Learn more about working with us by visiting careers.usanainc.

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