What are the responsibilities and job description for the IT SUPPORT TECHNICIAN III position at Thorne Research Inc?
At Thorne we make products that matter - ones that make people's lives better. 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.
POSITION SUMMARY: The IT Support Technician III serves as a senior technical resource responsible for troubleshooting advanced technical issues, managing escalations from Level 1 and Level 2 support teams, and ensuring the resolution of complex problems in a timely manner. This role involves working with diverse technologies, mentoring junior team members, and contributing to continuous service improvement.
RESPONSIBILITIES – Satisfactorily performing and/or achieving the following Responsibilities are essential duties of the job.
Technical Support:
- Troubleshoots and resolves complex technical issues related to hardware, software, and network infrastructure.
- Serves as a final escalation point for unresolved technical problems in the help desk.
- Provides advanced support for enterprise-level systems and applications.
- Collaborates with IT administrators to ensure system reliability and uptime.
Collaboration & Mentoring:
- Provides guidance and mentorship to Level 1 and Level 2 support staff.
- o Documents and shares best practices, helping create a knowledge base for common issues.
Process Improvement:
- Develops and refines help desk procedures to improve efficiency and customer satisfaction.
- Analyzes recurring issues and assists in implementing long-term solutions.
Customer Service:
- Ensures high customer satisfaction by managing expectations and providing timely updates.
- Communicates effectively with non-technical stakeholders to explain complex issues.
Security and Compliance:
- Enforces security policies and procedures to ensure compliance with industry standards and regulations.
- Conducts regular security assessments and audits.
What You Need:
Experience and/or Education: Degree in Computer Science or a related field preferred or commensurate experience. Minimum 3 years’ experience, with 1 year in Level 3 Support or similar position
Computer and Technical Skills: Able to use the equipment (company-provided laptop computer) and software required to accomplish the responsibilities of the position.
- Familiarity with Azure and AWS cloud platforms.
- Familiarity with device management tools (PDQ, Intune)
- Experience with Azure Entra and Active Directory
- Self-starter and independent.
- Team oriented and results driven.
- Thoroughly and accurately understands issues and analyze problems in a systemic fashion.
What We Offer:
At Thorne, we offer employees the chance to work with great people on exciting projects, with opportunity for growth. We also provide a full range of benefits for you and your eligible family members, such as:
- Competitive compensation
- 100% company-paid medical, dental, and vision insurance coverage
- 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
- A safe and clean work environment
A little bit more about us.
We are committed to providing personalized health solutions, cutting-edge home health test technology, and superior supplements. To do that, Thorne owns every step of its business, from R&D to product delivery and customer service. Currently, we are:
- The only company with exclusive partnerships with the Mayo Clinic and U.S. Olympic teams.
- The #1 prescribed practitioner brand to 30 to 40-year-olds.
- The #2 most dispensed supplement brand.
- The fastest growing supplement company with sales on Amazon; the #1 practitioner brand; with an average ranking of 4.42 of 5 stars.
If you want to make a difference in the lives of others consider becoming part of the Thorne team.
