IT Support Technician

We are looking for a competent IT Support Technician to provide fast and useful technical assistance on computer systems and company specific applications. The employee will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to provide excellent technical assistance to resolve system and application issues for internal teams. The employee will also assist other IT staff with projects and complex tasks.

Essential Functions

1. Serve as the first point of contact for customers seeking technical assistance over the phone or email

2. Taking ownership of customer issues reported and seeing problems through to resolution

3. Research and identify solutions to software and hardware issues

4. Triage, diagnose, and troubleshoot technical issues, including account setup and network configuration

5. Ask pharmacy staff targeted questions to quickly understand the root of the problem

6. Track computer system issues through to resolution, within agreed time limits

7. Talk employees through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue

8. Properly escalate unresolved issues to appropriate internal teams

9. Provide prompt and accurate feedback to employees

10. Refer to internal knowledgebase or external resources to provide accurate tech solutions

11. Ensure all issues are properly logged and solutions documented

12. Update knowledgebase as processes, procedures, and best practices change

13. Prioritize and manage several open issues in the most efficient way

14. Follow up with clients to ensure their IT systems are fully functional after troubleshooting

15. Perform other duties as assigned

Do you have experience in macOS?, 1. This position works with Protected Health Information (PHI). Employees must protect this information from disclosure.

1. 3-5 years of professional experience

2. Hands-on experience with Windows environments

3. Working knowledge of office automation products and computer peripherals like printers and scanners

4. Familiarity with remote desktop applications, helpdesk software, and project management platforms

5. Experience with Mac OS and Linux

6. Pharmacy application experience

7. Networking experience

8. Good understanding of computer systems, mobile devices and other tech products

9. Ability to diagnose and troubleshoot basic technical issues

10. Excellent problem-solving and communication skills

11. Ability to provide step-by-step technical help, both written and verbal

12. Participate in in-service education programs.

13. Organizational skills sufficient to maintain consistently accurate records

Be able to pass Background and Drug screen., * Mac OS: 3 years (Required)

• Software troubleshooting: 3 years (Required)
• Computer networking: 3 years (Required)
• Help desk: 3 years (Required)

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, * 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance