[Hiring] Service Technician II - IT Help Desk @Maxor National Pharmacy Services, LLC

Role Description

The IT Service Technician II uses specialized knowledge & skills to perform hardware support and repairs for user departments across the company. The IT Service Technician II resolves hardware, software, and communication problems/conflicts/defects.

This is a remote-based position within the Continental US.

Responsibilities

• Investigate, analyze, and resolve hardware and associated software and communications problems with computer systems.
• Perform complex hardware repairs and maintenance on a wide range of PC-based computers and peripherals.
• Provide advanced hardware technical assistance and support.
• Troubleshoot and resolve system hardware, software, and communications failures and conflicts.
• Install, integrate, and configure new computer systems and hardware for users.
• Provision, modify, and deprovision user access for systems and applications in accordance with access policies and documented standard operating procedures.
• Review, prioritize, and process problem reports; document the progress of projects.
• Document technical processes and support procedures and contribute to standardization to ensure consistency, efficiency, and knowledge sharing.
• Assist in multiple audits: Quarterly system access, software, licensing.
• Maintain a high-level quality of customer service standards in dealing with and responding to questions.
• Perform other job-related duties as assigned.
• Follow Procedures for call length, and escalation process.
• Resolve Tickets to meet set SLA’s.

Qualifications

• High School graduation or equivalent is required.
• Bachelor’s Degree in Management Information Systems, Computer Science or related field or equivalent technical/vocational certification or equivalent experience is preferred.
• 5+ years PC maintenance/repair, application software support.
• Knowledge of Microsoft Office software products required.
• Software and hardware certifications a plus.
• Knowledge of Incident Technology Infrastructure Library (ITIL) or Cobit framework.
• Retail pharmacy operations desirable.
• Experience working in a corporate business environment desirable.

Requirements

• Ability to perform advanced complex repairs and upgrades on a wide variety of computers and peripherals.
• Knowledge of a wide range of computer systems software, applications, hardware, and communications.
• Ability to simultaneously coordinate and complete multiple projects.
• Knowledge of advanced computer-troubleshooting techniques.
• Ability to diagnose the nature and extent of a wide range of computer problems.
• Ability to install and configure computer systems, hardware, and peripherals.
• Ability to make administrative/procedural decisions and judgments.
• Knowledge of customer service standards and procedures.
• Demonstrated leadership potential.
• Demonstrated ability to be self-motivated with a positive attitude.
• Demonstrated ability to mentor co-workers to help the team succeed.

Benefits

• Comprehensive mental health and wellbeing resources.
• Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums.
• Company-paid basic life/AD&D, short-term and long-term disability insurance.
• Rx, dental, vision, other voluntary benefits, and FSA.
• Employer-matched 401k Plan.
• Industry-leading PTO plan.
• And more!