Help Desk Technician

Job Summary 

The IT Support Specialist is responsible for providing technical support and maintenance of the Company's desktop computing environment. This position provides day-to-day technical assistance to end users, troubleshoots hardware and software issues, installs and configures workstations and peripheral equipment, and supports the Company's internal IT Helpdesk.
The IT Support Specialist is responsible for the administration, maintenance, deployment, inventory, and support of Company computers, printers, servers, network-related equipment, security systems, and other technology assets. 

Core Responsibilities 

Helpdesk and End-User Support 

• Provide Tier 1 technical support and resolve hardware, software, connectivity, and workstation issues to the end user's satisfaction. 

• Monitor and respond promptly and effectively to requests submitted through the IT Helpdesk. 

• Monitor the Service Desk queue and process tickets based on priority and established procedures. 

• Document all troubleshooting, resolutions, system changes, and other relevant information in the Company's ticketing system. 

• Modify workstation configurations, utilities, software settings, and default configurations as needed. 

• Provide Tier 1 support to the Company's ezClaims and ezDispense client base and fulfill technical support requests as directed. 

• Escalate complex or unresolved technical issues to the appropriate IT team member or vendor. 

Workstation Setup and Deployment 

• Set up and deploy computers
  and other technology equipment for new employees using Company-approved hardware, images, applications, and configurations. 

• Assist with the onboarding of new users by preparing and configuring technology equipment and required access. 

• Ensure each workstation is equipped with the appropriate computer, monitor, keyboard, mouse, hard drive, and other specialized equipment identified in the HR or departmental request. 

• Install, test, configure, and troubleshoot new workstations, peripheral equipment, and software. 
• Perform workstation hardware and software upgrades, maintenance, and configuration as required. 

Asset and Inventory Management 

• Maintain accurate inventory records for all Company technology equipment using the designated asset management system. 

• Track computer equipment, peripherals, software licenses, and other IT assets. 

• Maintain the IT Storage area and ensure equipment, parts, supplies, and other IT assets are properly labeled, organized, and stored. 
• Receive deliveries of IT equipment, supplies, and technology assets and ensure they are properly recorded and stored. 

Required Skills and Competencies 

• Strong problem-solving and troubleshooting skills. 

• Solid understanding of computer hardware, software, operating systems, and related technology. 

• Strong organizational skills and attention to detail. 

• Ability to prioritize multiple requests and manage competing deadlines. 

• Ability to handle confidential and sensitive information with discretion. 

• Must be able to work effectively in a fast-paced environment and manage multiple priorities. 

Education and Training 

• High school diploma or equivalent required. 

• Associate degree or technical training in Information Technology, Computer Science, or a related field preferred. 

• CompTIA A+, CCNA, or equivalent certification is a plus. 

• Vendor-specific hardware or technical training is preferred. 

Physical Requirements 

The physical requirements listed are representative of those necessary to perform the essential functions of the position. Depending on the role, employees may be required to sit, stand, walk, reach, handle or operate equipment, and occasionally bend, stoop, kneel, crouch, crawl, or lift and/or move up to 50 pounds. 

Reasonable accommodation will be provided to qualified individuals with disabilities, as required by applicable law, to enable them to perform the essential functions of the position. External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodation as determined on a case-by-case basis. 

Standard Specifications 

This job description describes the general nature and level of work and is not intended to be an exhaustive list of all duties, responsibilities, or requirements. Duties and responsibilities may change based on business needs. Employees may be assigned other job-related duties as needed. 

This description does not create an employment contract, express or implied, or alter an at-will employment relationship, where applicable. 

Equal Employment Opportunity 

Advanced Rx Management LLC is an Equal Employment Opportunity (EEO) employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to legally protected characteristics under applicable federal, state, or local law. We provide reasonable accommodation to qualified individuals with disabilities and for other legally protected needs, as required by applicable law.