Global Help Desk Technician

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 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.
Who We Are Looking For
We are looking for a customer-centered individual to join the USANA global help desk team as a global help desk technician. In this position, you will maintain company computers by installing, configuring, repairing, and upgrading hardware and software, support associates with technical-related issues relating to USANA’s systems while providing excellent customer service.
What You Will Do as USANA’s Global Help Desk Technician
Provide support which includes proactive monitoring, troubleshooting, and system optimization.
Own and manage escalated support cases
Mobile phone support familiarity with IOS and Android
Document all issues in our issue tracking system, updating cases as needed until resolved
Manage case load to meet defined service levels
Provide feedback on how to improve the product
Help improve customer support methods and processes
Background and Skills You Will Need
Experience in IT support / Desktop Support preferred
Customer Service Experience
Must be able and willing to work flexible shifts, including nights/weekends
Operating systems knowledge: Mac/Windows preferred
Strong troubleshooting skills
Must demonstrate ability to work with cross-functional teams
What Will Make You Standout
Associate degree in a technical field
Knowledge of networking fundamentals
Benefits of Being Part of the USANA Family