About this role
At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. We are considering candidates at both the Level II and Level III levels. Final leveling will reflect the selected candidate’s experience, skills, and scope of expertise. The IT Support Technician II serves as a technical resource responsible for troubleshooting medium to advanced technical issues and ensuring the resolution of incidents in a timely manner. This role involves working with diverse technologies and contributing to continuous service improvement. Technical Support: Troubleshoot and resolve complex technical issues related to hardware, software, and network infrastructure Serve as an initial escalation point for unresolved technical problems in the help desk. Provide advanced support for enterprise-level systems and applications. Support warehouse scanners, label printers, other hardware Collaborate with IT administrators to ensure system reliability and uptime Process Improvement Develop and refine help desk procedures to improve efficiency and customer satisfaction. Analyze recurring issues and assist in implementing long-term solutions. Customer Service Ensure high customer satisfaction by managing expectations and providing timely updates. Communicate effectively with non-technical stakeholders to explain complex issues. Effectively communicates to executives and business owners as well as system users. Responds quickly to user requests for immediate issues while also being able to drive projects to completion. Stays current on technology trends and new software solutions. Seeks formal and informal performance assessments, including performance versus expectations and goals, behaviors, and leadership potential. Is a brand ambassador for IT, providing the same premium service to the business as Thorne’s products do for its customers.