Overview:
STATEMENT:
The End User Services Technician II is responsible for a broad scope of operational support and install, move, add, and change (IMAC) requests supporting the Desktop IT infrastructure in office environments. End User Services Technicians also support events.
DETAILED RESPONSIBILITIES/DUTIES:
- Provides service and end user support during maintenance checks or dispatches
- Diagnoses errors or technical problems and determine proper solutions
- Produces timely and detailed service reports
- Documents processes
- Collects and analyzes performance data to provide technical assistance
- Provides technology support as needed for events
- Ties workflow to schedule
- Accurately documents solutions related to complex issues
- Creates workaround procedures when standard procedures have failed and ensures issues are resolved
- Troubleshoots and develops technical solutions related to software and setup errors for engineers, technicians, and customers
- Builds positive relationships with customers
SUPERVISORY RESPONSIBILITIES:
N/A
Job Qualifications:
Qualifications:
**Skills**:
Required
- Customer-centric
- Attention to detail, strong communication skills
- Passionate about technology
- Ability to lift and move hardware
- Strong knowledge of Windows 10, Office products
- Familiarity with desktop, laptops mobile devices, printers or other devices
- Familiarity with Active Directory, ITIL Service Management and ticketing systems
Certificates / Training:
- Preferred: CompTIA A+ or equivalent
**Experience**:
Level II




- 3+ years experience performing desktop / end user support
**Education**:
Required
- Bachelor's in Information Technology or equivalent
Principles & Related Competencies:
Ethical
- Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.
Leader
- Meets challenges head on to uphold quality standards, productivity goals, and values; Sets an example, building a culture of trust, transparency, and open communication; Is aligned with organizational direction
Collaborative
- Works cooperatively with others offers and accepts help; Freely shares information as appropriate; Open to and willing to provide feedback; Strong contributor to the team’s results; Celebrates the individual and the team; Ability to clearly communicate.
Looks Beyond Oneself
- (Team Player) Demonstrates humility and willingness to recognize and give credit to others; Works well alongside people of different backgrounds and ideas; Builds good relationships with others; Values Distributors and teammates.
Drives Innovation
- Add value through: Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Listening to and respecting others ideas through collaborating and helping develop those suggestions; Driving ideas forward to implementation.
Delivers Change
- Delivers Change Through: Adapting to different working environments; Responding positively to change including new duties and assignments.

📌 Employee Technology Experience Technician Ii (San Pedro Tlaquepaque)
🏢 Herbalife
📍 San Pedro Tlaquepaque