IT Support Specialist (Tier 1)
Innovative Skincare.com
Office
Mesa, AZ, US
Full Time
Description
Embark on an extraordinary journey with us at Innovative Skincare, home of the renowned iS CLINICAL cosmeceutical brand. We are not just about creating groundbreaking skincare products; we are about creating chemistry that extends beyond the lab – a dynamic synergy between our products and our people.
At Innovative Skincare, we believe in a unique formula: the perfect blend of professional expertise and cultural harmony. This philosophy fuels our brand’s continuous growth and empowers each member of our team. We are more than a company; we are a community bound by passion, dedication, and a deep love for what we do, crafting an atmosphere that is as vibrant and energizing as our products.
Who we are: Discover a world where skincare innovation meets scientific excellence at Innovative Skincare, a globally acclaimed leader in high-performance cosmeceuticals. Our journey is rooted in the relentless pursuit of creating skincare products that are not only effective but transformative. At the heart of our brand is the iS CLINICAL line, renowned for its fusion of nature’s finest ingredients with cutting-edge science. We are driven by a deep understanding of skin biology and a passion for unlocking the secrets of skin health and rejuvenation.
Our ethos is built on the pillars of innovation, integrity, and excellence. Our team members at Innovative Skincare are part of a company that is shaping the future of skincare, where your work contributes to the well-being and confidence of people globally. Join us and be a part of this exciting alchemy where your talent meets our vision, creating a world of pure chemistry!
We are currently seeking an IT Support Specialist - Tier 1 to provide hands-on technical support to internal users, with a primary focus on warehouse and operations support at our Mesa, AZ facility. This role serves as the first line of support for hardware, software, network connectivity, and business systems, working closely with internal IT teams and vendors to ensure reliable day-to-day operations. This is an onsite role that supports warehouse users, office staff, and operational systems, with escalation paths to Systems Administrators and the IT Director as needed.
Duties/Responsibilities:
End-User & Onsite Support
- Provide high-quality, customer-focused technical support to onsite users in Mesa.
- Serve as Tier 1 support for day-to-day IT issues across warehouse and office environments.
- Troubleshoot and resolve Windows workstation, laptop, and peripheral issues.
- Support Microsoft Office applications (Outlook, Teams, Excel, Word, etc.).
- Assist with user onboarding, device setup, and basic access requests.
Warehouse & Operations Support
- Support and troubleshoot wireless access points (APs) and connectivity issues in the warehouse environment.
- Provide hands-on support for BarTender label printers, including printer setup, connectivity, and basic configuration issues.
- Assist with Timeclock systems and badge/timekeeping-related issues.
- Coordinate with vendors and internal IT for escalated hardware or network issues impacting operations.
Application & ERP Support
- Provide Level 1 support for ERP systems, including:
- User access issues
- Basic navigation and usage questions
- Error reporting and ticket triage
- Support other internal business applications as assigned.
- Accurately document issues and escalate to Tier 2 team members and System Admin when necessary.
Ticketing, Documentation & Collaboration
- Log, track, and manage incidents and requests through the IT ticketing system.
- Document troubleshooting steps, resolutions, and user interactions.
- Follow and help enforce IT SOPs and SLAs.
- Work closely with Systems Administrators, Application Support, and the IT Director on issue resolution and improvements.
- Build strong working relationships with warehouse leadership and cross-functional teams.
Professional Development
- Maintain a professional development path toward Tier 2 / System Admin support.
- Participate in training related to systems, applications, and infrastructure.
- Perform other related duties as assigned by the Director of IT.
Required Skills/Abilities:
- Proven experience in IT support, helpdesk, or technical support roles.
- Strong troubleshooting skills across hardware, software, and basic networking.
- Experience supporting Windows operating systems and Microsoft Office.
- Familiarity with ticketing systems and incident management processes.
- Ability to support users in a fast-paced warehouse or operational environment.
- Strong communication skills with the ability to explain technical concepts clearly.
- Customer-focused mindset with patience and professionalism.
- Ability to work independently onsite while collaborating with remote IT teams.
Education And Experience:
- Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent hands-on experience.
- Experience supporting warehouse, manufacturing, or operations environments is a plus.
- Exposure to ERP systems, printers, networking, or timekeeping systems preferred.
Physical Requirements:
- Prolonged periods of sitting, standing, and walking in warehouse and office environments.
- Ability to lift up to 30 pounds as needed (e.g., equipment, printers).
- Ability to move throughout the facility to provide onsite support.
Our company is dedicated to providing equal employment opportunities and embraces diversity and inclusion in our workplace. All eligible candidates will be considered for employment without bias towards their race, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, or veteran status.
Benefits: Dental, Vision, Health, 401k, Paid Time Off, HSA, FSA