Employee Technology Experience Technician III

POSITION SUMMARY STATEMENT:  

 

The Employee Technology Experience Technician III handles a wide range of support tasks, including operational assistance and IMAC requests for office IT infrastructure. They must provide IT services to end users and C-Level executives, ensuring excellent communication and swift resolution of technical issues to meet necessary goals.

 

DETAILED RESPONSIBILITIES/DUTIES:

 

•    Provide user support during maintenance or dispatches
•    Diagnose and resolve errors or technical problems
•    Document processes thoroughly
•    Analyze performance data for technical assistance
•    Document solutions for complex issues accurately
•    Develop workaround procedures when standard methods fail
•    Build positive customer relationships
•    Provide IT services to C-Level leadership and staff
•    Establish trust with C-Level executives and their staff
•    Understand and address the unique needs of C-Level users
•    Be flexible with work hours for core and off-hour events
•    Comprehend customer requirements and make suitable recommendations
•    Manage on-site installation, repair, maintenance, and testing tasks
•    Relocate computer equipment and ensure connectivity at new locations
•    Install and support mobile devices
•    Support on-site IS operations at North American events if needed
•    Perform additional duties as assigned

 

QUALIFICATIONS:

 

Skills:

 

Technical
•    Demonstrated ability to create effective and enduring solutions for technical issues.
•    Experience working with Mac/PC hardware and software, mobile phones/tablets, a wide array of computing peripherals and accessories.
•    Ability to diagnose, troubleshoot and resolve issues with a wide array of hardware and software in a fast-paced corporate office environment.
•    Strong knowledge of Windows 11, Mac OS, IOS, Office 365 applications
•    Familiarity with desktop, laptops, mobile devices, printers, or other devices
•    Familiarity with Active Directory, ITIL Service Management and ticketing systems

•    Exceptionally responsive and customer service and satisfaction oriented
•    Excellent written and verbal communication skills
•    Confident and respectful presence
•    Can retain composure under high stress and critical situations.
•    Skilled in assessing the seriousness and urgency of situations to effectively prioritize and manage multiple issues according to their criticality.
•    Proficient in handling diverse personalities to stabilize critical situations.
•    Self-motivated and task oriented.

Certificates / Training:

•    Preferred: CompTIA A+ or equivalent

 

Experience:

 

Level III

•    5+ years' experience performing desktop / end user support
•    3+ years working as dedicated support for C-Level Leaders and their staff.
•    Experience supporting major Executive events (i.e.: Quarterly Earnings Calls, Board of Directors Meetings, and Global All Hands Meetings)
•    Served as a regular technician for a CEO or member of the Executive Leadership Team
•    Technical certification

 

Education:

 

Required

•    Bachelors in information technology or equivalent 4 years experience
 

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Herbalife offers a variety of benefits to eligible employees in the U.S. (limited to the 50 States and the District of Columbia), which includes Group Health Programs, other Voluntary Benefit Programs, and Paid Time Off. Group Health Programs include Medical, Dental, Vision, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Basic Life/AD&D; Short-Term and Long-Term Disability, and an Employee Assistance Program (EAP). Other Voluntary Benefit Programs include a 401(k) plan, Wellness Incentive Program, Employee Stock Purchase Plan (ESPP), Supplemental Life/Critical Illness/Hospitalization/Accident Insurance, and Pet Insurance. Paid time off includes Company-observed U.S. Holidays, Floating Holidays, Vacation, Sick Time, a Volunteer Program, Paid Maternity and Paternity Leave, Bereavement Leave, Personal Leave and time off for voting.