Technical Support Specialist II

2 weeks ago

Atlanta, Georgia, United States Avita Pharmacy Full time

The Technical Support Specialist II delivers exceptional and professional technical assistance to Avita employees and partners by addressing and resolving inquiries related to network, hardware, and software challenges.

This position requires onsite presence.

Work hours are Monday through Friday from 8 AM to 5 PM EST.

Key Responsibilities:

  • Provide support for Windows 10 and Office 365 at an advanced level.
  • Independently diagnose, troubleshoot, and resolve technical hardware and software challenges, including Microsoft 365.
  • Assess the best solutions based on the issues and information provided by users.
  • Guide users through the problem-solving process with clarity.
  • Follow up on unresolved requests to ensure timely solutions.
  • Set realistic expectations with users regarding the resolution of issues based on departmental service level objectives.
  • Escalate unresolved issues to higher levels of support.
  • Engage in and may lead technical projects under the direct supervision of a manager or other EUC Engineers.
  • Utilize Avita's IT ticketing system in alignment with standard operating procedures and best practices.
  • Ensure a positive user experience by effectively communicating technical guidance to non-technical users and resolving issues promptly.
  • Assist fellow service desk engineers in troubleshooting complex issues as necessary.
  • Proactively ensure that teleconferencing equipment and meeting rooms are prepared for executive meetings.
  • This is an exempt position.
Qualifications:
  • Associate's degree (or higher) in Computer Science or a closely related field is preferred.
  • At least 2 years of experience in an IT Call Center is preferred.
  • A minimum of 4 years of experience in providing direct customer service at a Tier 2 level, with two years within the last five years.
  • Preferred experience of 2+ years in an IT Service Desk lead role.
  • Experience supporting pharmacy operations or working in healthcare institutions for 3+ years is desired.
  • 3+ years of experience in IT asset tracking.
  • 1+ years of experience in IT asset management.
  • Familiarity with Azure is preferred.
  • Strong knowledge and experience with Microsoft 365 and Active Directory.
  • Basic understanding of ITIL concepts and comprehensive IT support is essential.
  • ITIL Foundation Certification is preferred.
  • Prior experience supporting corporate or C-Suite executives is required.
  • Excellent verbal and written communication skills.
  • Exceptional skills in listening, problem-solving, negotiation, analysis, and critical thinking.
  • Customer-focused with a commitment to customer satisfaction and delivering business value.
  • Comfortable leading individual training sessions as well as medium to large group presentations.
  • Availability for work Monday through Friday, 8 AM - 5 PM EST (onsite, no remote work).
  • Willingness to work some weekends or after hours for various projects.
  • Travel may be required up to 10% of the time.
At Avita Care Solutions, we prioritize compassionate care in all our endeavors. Join Avita and be inspired to unlock the full potential of health for everyone. We are dedicated to promoting health equity by providing comprehensive, integrated access to pharmacy services, clinical care delivery, and digital health through our individualized and culturally competent care. Avita is a proud member of the U.S. Business Action to End HIV and has received multiple recognitions for being a Best Place to Work for LGBTQ+ Equality.

Avita is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and authentic workplace. We welcome all individuals by recruiting, hiring, and promoting without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, veteran status, or any other status protected by applicable law. Avita also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and other relevant laws.

Compensation range: $54,000 - $70,400 annual salary, based on qualifications and geographic location.

Avita Care Solutions offers a comprehensive benefits package:

Healthcare benefits (medical, dental, vision) for eligible team members and their families, along with additional company-paid and voluntary benefit offerings.

Six company-paid holidays and three personal floating holidays, paid time off (PTO), paid leaves - including two weeks of paid parental leave, bereavement, sick leave, time to vote, and jury duty, as well as an award recognition program and professional development opportunities.

Company-paid benefits include basic life and AD&D, Maven and Health Care Advocate Work/Life Balance Program, and health/dependent flexible spending.

Voluntary benefits include long and short-term disability, pet insurance, legal services, accident coverage, hospital indemnity, critical illness, whole and supplementary life insurance, identity theft protection, and a 401(K) retirement savings plan with company match.

All benefits are subject to the applicable plan terms.

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