OverviewThe position of Workplace Technology Support Engineer II is critical to all areas of The Vitamin Shoppe's business operations. The position supports all the end-user technology that allows our Health Enthusiasts, consultants, and temps to perform their job functions. Additionally, the position utilizes and administers platforms that allow IT to provision, manage, and secure end-user technology (e.g., Microsoft Intune and Defender). The team's several thousand customers are located across the country and work remotely, in-office, in our distribution centers, and in our ~700 stores.
Responsibilities- Deliver a world-class customer experience with each customer interaction
- Provide white-glove IT support to The Vitamin Shoppe's leadership team
- Resolve and deliver on all technology "incident" and "request" tickets through the Company's service management system (EasyVista), while meeting established service level objectives
- Maintain and administer the device, inventory, and provisioning management platforms that ensure security policy and configuration compliance (Microsoft Intune and Autopilot, Mosyle, etc.)
- Provision and deploy replacement and new end-user technology based on the standards and procedures established by team leadership (i.e. Windows and MAC systems)
- Support the onboarding process of new employees
- Continuously collaborate with The Vitamin Shoppe's security, store systems, infrastructure, and distribution center IT teams to deliver a secure, reliable and intuitive customer experience
- Provide training and support for the company's conference room and office A/V technology
- Create and maintain technical and end-user documentation
- Ad Hoc projects as assigned
- Requires 10% travel
Supervisory Responsibilities:- This position does not have any supervisory responsibilities
QualificationsEducation/Certification: - Bachelor's degree in information technology, Computer Science, or related field.
- An equivalent combination of education and work experience may be considered.
Certifications (One or more preferred)- CompTIA A+
- Microsoft 365 Certified: Modern Desktop Administrator Associate or other
- ITIL Foundation
- CompTIA Security+
Experience Required:
- 5+ Years of in-depth knowledge of Windows and Mac Operations Systems.
- Efficient in Microsoft Intune, Office 365, ITIL - Change Management, Incidents, Requests, and Problem Resolution
- 3+ years' experience with MDM Systems (Mobile Device Management)
- 3+ years' experience with Zscaler's ZIA and ZPA for secure remote access and/or experience with another VPN (Virtual Private Network)
Preferred Experience: - 5+ Years of Enterprise IT experience, Ability to Multi-Task support and projects in a fast-paced demanding environment
Technologies Supported:- Dell, HP, Lenovo, and Apple laptop, desktop, and tablet devices
- Multiple versions of the Windows, Mac, iPad, iOS and Android operating systems
- VMware - Workspace One, Microsoft Intune, Mosyle, and HCL BigFix MDMs
- Microsoft Autopilot, Smart Deploy and other device provisioning platforms
- CrowdStrike and Defender EDR platforms
- Symantec PGP and Microsoft BitLocker encryption management platforms
- Microsoft 365 apps and conditional access/security policies
- On-prem Active Directory, OKTA (cloud), Microsoft's Entra (cloud) directory platforms
- Zscaler's ZIA and ZPA for secure remote access
- Large and small meeting room audio/visual technology
- Easy Vista ITSM system for incident and request management
- Multiple remote support session tools (e.g., Beyond Trust Bomgar)
- PowerShell scripting
Skill and Ability: - Strong analytical and problem-solving abilities
- Excellent verbal and written communication skills
- Ability to work independently and as part of a team
- Strong customer service and interpersonal skills.
- Time management and prioritization skills
- Ability to maintain composure in high-pressure situations
- Ability to lift and move equipment up to 30 pounds
- Occasional evening or weekend work
- On-call rotation
