IT Support Specialist – First‑Line Technical Helpdesk

About the role

USANA is seeking a dynamic IT Support Specialist to provide first‑line technical assistance to end‑users. You will handle hardware, software, and network issues, ensuring timely resolution and maintaining high service standards.

Key responsibilities

• Respond to helpdesk tickets, calls, emails, chats, and in‑person requests.
• Diagnose and troubleshoot hardware, software, and network problems; resolve or escalate as needed.
• Install, configure, and support desktops, laptops, printers, mobile devices, and peripherals in Windows and macOS environments.
• Assist with building, testing, and deploying OS images using Intune and JAMF Pro.
• Document incidents, resolutions, and support activities in the ticketing system.
• Maintain inventory records and support software licensing compliance.
• Provide basic end‑user training and contribute to knowledge‑base articles.

Required profile

• Strong customer‑service orientation with the ability to communicate technical concepts clearly.
• Attention to detail and ability to follow ITIL‑based processes.
• Willingness to participate in on‑call rotations and incident management.

Required skills

• Windows operating system and workstation support.
• macOS device configuration and troubleshooting.
• Microsoft Intune for device management.
• JAMF Pro for macOS management.
• Familiarity with ITIL service management practices.
• Experience with helpdesk ticketing systems.