Desktop Support Specialist I

Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.

We are PCI. 

Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.

The Desktop Support Specialist I is the second tier of support for assisting customers with IT applications, products or services. The main objective of this role is to assist users of all departments with IT Related issues and hardware deployments that are not able to be completed by the help desk. This role will provide support both in person and remotely as required and is responsible to ensure that effective solutions are provided to the users they assist.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential duties and responsibilities include the following but other duties may be assigned.

Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with specialized technical staff when necessary. Records customer and problem information in PCI's Work Order System. Updates tickets with activities and closes tickets with resolution entered upon completion of the job. Resolves work orders and escalates complex and/or high priority problems to the appropriate support groups for resolution Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up. Quoting and ordering of IT components Works on Helpdesk related projects as assigned by supervisor. Works on infrastructure related projects as assigned by supervisor. Assist with hardware and software deployments as required Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules. This position may require overtime and/or weekend work. This position may require travel. Attendance to work is an essential function of this position Performs other duties as assigned by Manager/Supervisor.

Special Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must be physically capable to perform the duties listed below with or without reasonable accommodations which may be made to enable individuals with disabilities to perform the essential functions

• Stationary Position: From 1/4 to 1/2 of the day.
• Move, Traverse: Up to 1/4 of the day.
• Operate, activate, use, prepare, inspect, or place: Up to 1/4 of the day.
• Install, place, adjust, apply, measure, use, or signal: Up to 1/4 of the day.
• Ascend/Descend or Work Atop: Up to 1/4 of the day.
• Position self (to) or Move (about or to): Up to 1/4 of the day.
• Communicate or exchange information: From 1/4 to 1/2 of the day.
• Detect, distinguish, or determine: Up to 1/4 of the day.

On an average day, the individual can expect to move and/or transport up to 50 pounds

less than 1/4 of the day.

This position may have the following special vision requirements.

• Close Vision ☐ Distance Vision ☐ Color Vision ☐ Peripheral Vision ☐ Depth Perception
• Ability to focus ☐ No Special Vision Requirements         

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The following are some environmental conditions that one may be exposed to on a daily basis and for various lengths of time.

• Work is primarily performed at a desk and/or in an office environment. for 1/2 to 3/4 of the day.
• Work near moving mechanical parts for up to 1/4 of the day.

The noise level in the work environment is typically, quiet.

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required for the stated position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:

• Associate's Degree in a related field and/or 1-3 years related experience and/or training.

• Basic Mathematical Skills
• Intermediate Computer Skills: Ability to perform more complex computer tasks and has knowledge of various computer programs.             
• Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
• High Reasoning: Ability to solve practical problems and deal with a variety of concrete variables in situations where there is only limited standardization. Ability to interpret a variety of instructions that may be provided in various forms.

• High Standard of Report Writing

Preferred:

• Ability to identify and resolve problems in a timely manner.
• Ability to demonstrate attention to detail.
• Ability to display excellent time management skills.
• Ability to work independently and/or as part of a team.

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Equal Employment Opportunity (EEO) Statement:
PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

At PCI, Equity and Inclusion are at the core of our company’s purpose: Together, delivering life-changing therapies. We are committed to cultivating an inclusive workplace by holding ourselves accountable to the highest standards of understanding, fairness, respect, and equal opportunity – at every level. We envision a PCI community where everyone can belong and grow, and we strive to bring this vision to reality by continuously and intentionally assessing our people practices, policies and programs, marketing approach, and workplace culture.