IT Help Desk Associate

Job Description

The 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.

Full-time