Job Summary:
The role of the Technical Support Specialist is to support the setup, maintenance, asset tracking, refresh of equipment excluding servers and storage. The Technical Support Specialist will build workstations and deploy. This requires knowledge of hardware and software installations. The successful candidate will be familiar with keeping inventory, asset tracking (the computers and equipment issued to users) and when computers are returned to inventory. The Technical Support Specialist will also need to make sure there is equipment available for new hires and replacements through inventory management and order processing and will also be responsible for providing new hardware during the new hire onboarding. The Technical Support Specialist will work with departmental managers to gather information on the access the user will need for the system to ensure appropriate access.
Act as a corporate Helpdesk/Desktop support resource and will research issues on computer systems and resolve issues when needed. Answer queries on basic technical issues and offer advice to solve them. The Technical Support Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The below is intended to describe the general content of and requirements for the performance of this job and is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.
Primary Duties and Responsibilities
- Windows on computers, install AnovoRx required programs, configure system for use by new employees or replacement system for existing user.
- First point of contact for departments to create user accounts for new hires which includes collecting information to correctly set up users for their start date.
- Perform setup of user accounts in Active Directory, add permission groups and shared email accounts, setup email box, setup applications.
- Provision phones and setup users with phone numbers and configure phone for use.
- Work with ICC groups in phone system to add users at appropriate level to assigned ICC groups.
- Serving as the first point of contact for users 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/troubleshooting 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 from customers to the appropriate internal team.
- Identify and suggest possible improvements to procedures.
- Regular and reliable attendance expected.
- Other work-related duties as assigned by supervisor/manager.
Minimum Knowledge, Abilities, and Skills Required
- Experience creating user accounts, user, groups, setting permissions, setting access roles and creating email accounts would be very valuable, but not required.
- Minimum associate degree in computer science or related field required.
- Technical training on computer hardware, setup, and OS builds.
- IT certifications, preferred.
- Minimum 1 year of relevant experience.
- A strong working knowledge of computer systems, hardware, and software.
- Excellent IT skills and computer literacy.
- Excellent customer service skills.
- Working knowledge of Microsoft Windows and Microsoft Office.
- Ability to operate at a fast pace and have a sense of urgency.
- Ability to work in an accurate, detail-oriented, and highly productive manner.
- Strong verbal/written communication skills and organizational skills.
- Ability to go above and beyond to deliver quality work.
- Proven working experience in providing Helpdesk support.
- Working knowledge of help desk software, databases, and remote control.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Able to connect remotely and troubleshoot problems and resolve them.
- Able to work with installation of programs remotely.
This description is intended to be only a general outline of major activities. It is expected that the employee performs these and any other activities which may be assigned, or which may occur in the normal course of work. This description is not a contract or guarantee of employment. AnovoRx is an Equal Opportunity Employer.
Skills Required
- Associate degree in computer science or a related field
- Technical training in computer hardware, setup, and operating system builds
- At least one year of relevant experience
- Strong working knowledge of computer systems, hardware, and software
- Working knowledge of Microsoft Windows and Microsoft Office
- Experience providing helpdesk support
- Working knowledge of helpdesk software, databases, and remote-control tools
- Advanced troubleshooting and multitasking skills
- Strong verbal, written, client-facing, communication, and organizational skills
- Excellent customer service skills
- Ability to remotely connect, troubleshoot, resolve issues, and install programs
- Experience creating user accounts, groups, permissions, access roles, and email accounts
- IT certifications
What We Do
AnovoRx is an independent, nationwide rare- and ultra-rare-disease specialty pharmacy and commercialization partner. It combines specialty pharmacy, HUB patient-support services, and third-party logistics to help biopharmaceutical manufacturers launch and distribute orphan-drug therapies. Its services include patient assistance, reimbursement support, prior authorization, early-access programs, medication logistics, and direct-to-patient delivery, coordinating care among manufacturers, patients, and healthcare providers.
