Support Desk Technician - Rx Technology

JOB OVERVIEW:
The Helpdesk Technician I is responsible for providing first-level technical support to end-users, resolving issues related to hardware, software, and other IT services. This role requires strong problem-solving skills, excellent customer service abilities, and the capacity to work effectively in a team environment.

ESSENTIAL DUTIES and RESPONSIBILITIES:

· Respond to Helpdesk Tickets: Address helpdesk tickets in a timely and professional manner, ensuring customer satisfaction.

· Troubleshoot Technical Issues: Diagnose and resolve hardware and software issues for end-users.

· Document Solutions: Create and maintain documentation for common issues and solutions.

· Customer Communication: Communicate effectively with users, keeping them informed of progress and solutions.

· Escalate Complex Issues: Identify and escalate tickets that require higher-level support to the appropriate team members or supervisor.

· Follow Procedures: Adhere to company helpdesk procedures and protocols.

· Software Updates: Assist in updating company software and provide necessary information to users about changes.

· Training and Guidance: Help train new team members on basic helpdesk procedures and common issues.

· Hardware Management: Assist in the setup, configuration, and maintenance of IT hardware.

· Monitor Systems: Regularly check system performance and address potential issues proactively.

EDUCATION:

· High School Diploma or equivalent; Associate degree in IT, Computer Science, or a related field preferred.

EXPERIENCE:

· 1+ years of experience in a technical support or customer service role.

Skills:

· Basic understanding of computer hardware, software, and network troubleshooting.

· Exceptional verbal and written communication skills.

· Strong problem-solving and analytical skills.

· Ability to work well in a team environment.

PHYSICAL/OTHER REQUIREMENTS:

· Sit or stand for 4-8 hours within a given day while conducting technology operations such as answering phone calls.

· Constant use of fingers and hands when handling peripheral devices, phone systems, office equipment, portable electronic devices and operating a computer or other office machinery, such as a ten-key number pad or calculator, copy machine, and computer printer.

· Average, ordinary visual acuity necessary to prepare or inspect documents or products, operate a computer or other office machinery.

· Frequently lifts, transfers, or moves up to 50 lbs. of [list applicable items such as PC hardware or software, Tablet PCs, iPads, or computer printers] daily.

· May travel to attend RX Tech, events or to attend other business development activities.

WORKING CONDITIONS:

M-F 8am to 5pm in an indoor professional office environment.
During critical times might be asked to stay late or come in earlier to support customers.
During special projects might be asked to work weekends or after hour support.
Work in an open environment with other team members.

CONCEPTUAL/INTELLECTUAL ACTIVITIES AND OTHER REQUIREMENTS:

Frequently convey detailed or important instructions or ideas accurately, clearly, and/or quickly.
Understand, remember, follow, and exchange basic instructions, information, and guidelines.
Organize thoughts and ideas into understandable terminology.
Dependable attendance and punctuality are necessary to perform the essential job duties.
Willingness to participate in training and development opportunities to improve job knowledge of company policies, procedures, and services.
Available to work [work schedule such as Monday through Friday and Saturdays as required].
Dependable transportation to and from work.
Flexibility and adaptability to sudden or required schedule changes to better serve [customers, clients, etc.].