INFORMATION TECHNOLOGY HELP DESK ANALYST
PharMerica
824 reviews
-
Tampa, FL 33603
PharMerica
824 reviews
Read what people are saying about working here.
Information Technologyfocuses on technology that powers and enables storage, processing, and information flow within our organization. If your enjoy creating ways for technology to assist in decision making then we would love to hear from you. Please apply today!
• The Information Technology Help Desk Analyst provides quality customer service and technical assistance to computer users via telephone and email. Receives, logs, and trouble shoots all Information Technology service requests and provide status updates on problem resolution
Essential Responsibilities
• Troubleshoots user inquiries regarding computer software or hardware operation to resolve problems
• Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues
• Provides top quality customer service by assisting employees with problems that occur
• Escalates problems to second level support when needed
• Assists users with password resets
• Trains new users on applications and Information Technology policies and procedures
• Submits request to vendors regarding equipment repairs
• Ensures that the necessary shipment of equipment is done according to company policy
• Other duties as assigned
Education and Experience
• High school degree or equivalent required
• Associates Degree in Information Technology preferred
• At least six months experience of Information Technology troubleshooting, customer service, or phone support required
• Professional Certifications such as MCSE, MCSA, A+, HDI, or ITIL preferred, but not required
• Experience with Active Directory, remote desktop tools, and ticketing systems preferred
• Experience with Microsoft Office 365 products and Windows 7/8/8.1/10 required
Skills and Abilities
• Ability to provide after-hours operations and on-call support (including, nights, weekends, and holidays) on a required rotating schedule
• Ability to follow a defined work schedule and have reliable transportation
• Strong technical, analytical, and critical thinking and problem-solving skills
• Strong documentation skills preferred
• Excellent communication skills and telephone protocol; professional verbal and written communication skills
Working Conditions
• This position requires the ability to sit and/or stand for long periods of time, standards mobility to maneuver from one location to another, regular lifting and carrying items weighing 20 lbs. or less