IT Help Desk Technician-Remote

4 weeks ago

Raleigh, United States ProPharma Group Full time

For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. As the world’s largest RCO (Research Consulting Organization), ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.

The IT Helpdesk primary position will monitor service desk tickets, access ticket urgency, prioritization, and difficulty, provide technical troubleshooting or assign to appropriate technicians or system experts. Additional tasks will be assigned as needed and as time permits.

Essential Function:

Monitor Service Desk. Answer IT Support Calls. Respond to Service Desk tickets. Ask questions to determine nature of problem. Walk customer through problem-solving process. Follow up with customers to ensure issue has been resolved. Keep good record of communications with end users. Identify and suggest possible improvements.

Necessary Skills and Abilities:

Technical knowledge with Windows 10 and Microsoft Applications. Good understanding of computing systems, printers, and mobile devices. Ability to diagnose and resolve basic technical issues. Excellent written and oral communications skills. Strong customer service skills. Efficient and quick learner.

Educational Requirements:

Associates Degree or Diploma in Information Technology or Associates Degree and at least 2 years of technical experience required B.S/B.A in Computer Science, Information Technology desired

Experience Requirements:

No experience required if currently attending higher education or recently graduated with an educational requirement.

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.

***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***

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