Level 1 IT support Technician

1 month ago

Northbrook, United States OptioRx Full time

COMPANY BACKGROUND & CULTURE

A national digital pharmacy, OptioRx, is focused on providing best-in-class patient care in niche therapeutics. These therapies include compound custom medications for humans and animals, in the areas of fertility, home-infusion, and hospice. Headquartered in Oakbrook, Illinois, we are a national provider where we service (serve) 48 states and Washington D.C. The OptioRx mission is to create and provide the highest quality care for patients by offering a broad range of pharmaceutical therapies. We are a committed partner to both patients and providers and are continually innovating. Our commitment to patient care results in improved access and speed to therapy by offering services via our proprietary technology and accredited pharmacies.

At OptioRx we value team members with a committed confidence that supports our Core Values.

Empowered – put trust in our people and empower them to succeed.

Innovative – offer innovative solutions that target growth and scale of OptioRx on a national stage.

Efficient – drive efficiency by creating economies of scale and expertise.

Accountable – own our commitments and quality of our work, while holding ourselves accountable to drive real results.

Ethical – ensure unwavering integrity and business ethics.

Energy – move fast with a sense of urgency and honest communication.


Position Summary

We are looking for a competent IT Support Technician to provide fast and useful technical assistance on computer systems and company specific applications. The employee will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk engineer 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 goal is to provide excellent technical assistance to resolve system and application issues for internal teams. The employee will also assist other IT staff with projects and complex tasks.


Essential Functions

  1. Serve as the first point of contact for customers seeking technical assistance over the phone or email
  2. Taking ownership of customer issues reported and seeing problems through to resolution
  3. Research and identify solutions to software and hardware issues
  4. Triage, diagnose, and troubleshoot technical issues, including account setup and network configuration
  5. Ask pharmacy staff targeted questions to quickly understand the root of the problem
  6. Track computer system issues through to resolution, within agreed time limits
  7. Talk employees through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
  8. Properly escalate unresolved issues to appropriate internal teams
  9. Provide prompt and accurate feedback to employees
  10. Refer to internal knowledgebase or external resources to provide accurate tech solutions
  11. Ensure all issues are properly logged and solutions documented
  12. Update knowledgebase as processes, procedures, and best practices change
  13. Prioritize and manage several open issues in the most efficient way
  14. Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  15. Perform other duties as assigned



Qualifications


  1. Education:
  2. High School/GED
  3. Professional Experience:
  4. 0-2 years of professional experience

Pharmacy application experience

  1. Licenses/Certifications:
  2. A+
  3. Specialized Skills:
  4. This position works with Protected Health Information (PHI). Employees must protect this information from disclosure.
  5. Networking experience is a plus
  6. Excellent problem-solving and communication skills
  7. Ability to provide step-by-step technical help, both written and verbal
  8. Organizational skills sufficient to maintain consistently accurate records
  9. Technical Skills:
  10. Hands-on experience with Windows environments
  11. Experience installing and troubleshooting Office 365 applications.
  12. Working knowledge of office automation products and computer peripherals like printers and scanners

Familiarity with remote desktop applications, helpdesk software, and project management platforms

Good understanding of computer systems, mobile devices and other tech products

  1. Ability to diagnose and troubleshoot basic technical issues
  2. Participate in in-service education programs.


Successfully pass background check prior to employment


Travel is a requirement.


Physical Requirements

  1. Ability to continuously sit for extended periods of time.
  2. Ability to bend or squat occasionally.
  3. Ability to lift up-to 10 pounds occasionally.

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