Job description

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 schedule is Monday - Friday, 9am - 5:30pm. Training will be for the first 30 days from 8am - 4:30pm. 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. RESPONSIBILITIES • 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. WHAT YOU NEED • Degree in Computer Science or a related field preferred or commensurate experience. • Minimum 2 years’ experience, with 1 year in Level 2 Support or similar position • Familiarity with device management tools (NinjaOne, Intune) • Experience with Okta, Entra and Active Directory • Able to use the equipment (company-provided laptop computer) and software required to accomplish the responsibilities of the position. • Self-starter and independent • Team oriented and results driven • Thoroughly and accurately understand issues and analyze problems in a systemic fashion WHAT WE OFFER • Competitive compensation • 100% company-paid medical, dental, and vision insurance coverage for employees • Company-paid short- and long-term disability insurance • Company- paid life insurance • 401k plan with employer matching contributions up to 4% • Gym membership reimbursement • Monthly allowance of Thorne supplements • Paid time off, volunteer time off and holiday leave • Training, professional development, and career growth opportunities

Requirements

Must-haves

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 schedule is Monday - Friday, 9am - 5:30pm. Training will be for the first 30 days from 8am - 4:30pm.
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.
Minimum 2 years’ experience, with 1 year in Level 2 Support or similar position
Familiarity with device management tools (NinjaOne, Intune)
Experience with Okta, Entra and Active Directory
Able to use the equipment (company-provided laptop computer) and software required to accomplish the responsibilities of the position.

Nice-to-haves

Degree in Computer Science or a related field preferred or commensurate experience.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: pinpoint
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Pto

Paid Time Off

Professional Development