IT Support Specialist I

iHerb; Perris (CA); On-site; USD 35,817 - 48,216; Full time

Job summary

iHerb is seeking an Information Technology Support Specialist in Perris, California. You will provide first‑level IT support for hardware and software, manage incidents via ticketing, and help maintain inventory across the organization.

The role involves troubleshooting, user training, and ensuring security and compliance with SOX ITGC policies. Candidates should have 2+ years of enterprise support experience, knowledge of Windows and macOS environments, and familiarity with scripting a plus.

Qualifications

• Knowledge of computer and/or network systems, applications, procedures and techniques.
• Ability to learn and support new systems and applications.
• Experience with standard helpdesk ticketing tools.
• Ability to establish and maintain cooperative working relationships.

Responsibilities

• Provide first level customer service and technical support to all end-users for hardware and software systems.
• Address incidents and requests via ticketing system, chat, in-person, and email.
• Diagnose and resolve routine end-user issues and escalate when needed.
• Install software on devices and onboard/offboard personnel.
• Maintain hardware and software inventory and assist with audits.
• Communicate technical information to non-technical users; train customers on new devices.

Skills

Knowledge of computer systems

Troubleshooting & diagnostics

Verbal & written communication

Learning new systems

Helpdesk ticketing tools

Cooperative teamwork

Education

High School Diploma or GED

Associate’s degree or equivalent experience

A+, Network+, Google IT Support or Cisco/ Microsoft certs a plus

Tools

Patch management tools

Software distribution tools

Job description

Job Summary

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing networked computing devices and workstations; diagnoses and resolves problems in response to customer‑reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or non‑support of evaluated products.

Job Expectations

• Provide first level customer service and technical support to all end‑users for hardware and software systems.
• Address incoming incidents and requests from end‑users via a ticket management system, chat, in‑person, and e‑mail in a courteous and professional manner.
• Perform daily routine inspections and walkthroughs of common use equipment and touch base with designated stakeholders for any outstanding needs.
• Diagnose, research, and resolve routine end‑user issues in a timely manner through established protocol and troubleshooting; elevate as necessary.
• Assist with implementing hardware and software standards.
• Install software on new or existing devices, in accordance with standard procedures.
• Image, test, install and set up application programs on user endpoints (Microsoft, Apple, and Google).
• Install equipment, peripherals, and devices supporting business operations.
• Maintain accurate hardware and software inventory and perform audits as needed.
• Assist with preventative maintenance within specified guidelines and procedures.
• Troubleshoot common network and application problems and coordinate resolution.
• Onboard and offboard personnel including equipment shipments.
• Adhere to security policies and compliance controls of the organization; provide guidance and explain policies and procedures to end‑users.
• Ensure all access and change requests contain supporting evidence, justification, and approvals for SOX ITGC, compliance, and audit purposes.
• Assist users in obtaining access to systems.
• Communicate and translate technical information to non‑technical end users; maintain communication and monitor incidents through to resolution.
• Train customers on new devices and technologies.
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.
• Maintain confidentiality of the information being processed, stored, or accessed by the end‑users.
• May review and evaluate new computer hardware and software products.
• Assist and interact with hardware and software vendors.
• Participate in team meetings and on‑call support as needed.

Job Requirements

• Knowledge of computer and/or network systems, applications, procedures and techniques.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Experience with standard helpdesk ticketing tools.
• Ability to establish and maintain cooperative working relationships.

Experience Requirements

• Proven work experience as a desktop or helpdesk support technician.
• Working knowledge of patch management and software distribution tools and processes.
• At least 2 years of experience supporting Windows and/or macOS operating systems in an enterprise environment.
• Execute plans and implement technical infrastructure projects to refresh supported systems.
• Experience in Scripting - Bash, and PowerShell a plus.

Education Requirements

• High School Diploma or GED.
• Associate’s degree or equivalent experience.
• A+, Network+, Google+IT Support or Cisco (CCENT or CCNA) or Microsoft certifications a plus.

Judgment/Reasoning Ability

Able to identify, troubleshoot, and resolve problems quickly using sound judgment, poise, and diplomacy; determine when to accelerate issues, and when to work to a trade‑off or a short path of action in a timely manner.

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. While performing the duties of this job, the team member is regularly required to talk and hear. The team member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. The team member may occasionally lift or move office products and supplies up to 25 pounds. Proper lifting techniques required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• Hectic, fast‑paced with multi‑level distractions.
• Professional, yet casual work environment.
• Office / Warehouse environment.
• Ability to work extended hours as required.

Compensation

The expected salary range for this role is $25.99 – $34.50 USD. The actual base pay offered will be determined by factors such as the candidate’s relevant experience, education, geographic location, and internal equity.

Equal Employment Opportunity Statement

iHerb is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.