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IT Help Desk Associate
The Sr. IT Help Desk Associate is responsible for assisting end-users and maintaining smooth IT operations at Carepoint Pharmacy. This position reports directly to the Chief Technology Officer (CTO) & The Senior Systems Engineer. Other duties may include systems and program testing, upgrading internal applications, security maintenance, risk assessments, and user training.
Position Summary
Responsible for assisting end-users and responding to incidents. The individual shall work to minimize disruptions of critical systems. The selected individual should be a team player and should have excellent organization and problem-solving skills.
Position Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Leads IT projects
- Contributes to software projects
Knowledge, Skills, and Abilities
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Familiarity with various operating systems
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- Analytical mind with problem-solving aptitude
- Ability to work independently or in a team
- Excellent organizational skills
- Excellent time-management skills
- Commitment to company values and the ability to be a strong team player
- Familiarity with Independent Pharmacy Industry preferred
- Pass a drug test and a criminal background check prior to hire
Education: High School Diploma Required. IT Certifications or Associate’s Degree preferred.
We are open from 7am -7pm. Need someone to either open or close.
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