Information Technology Support Technician-I

3 days ago

Lees Summit, United States Heritage Biologics Full time

***Please do not call Heritage Biologics to inquire about the position or your resume***


Job description

About Heritage Biologics

Heritage Biologics is a home-infusion specialty pharmacy that specializes in the treatment of rare and chronic diseases. Unsatisfied with their own experiences and failures as rare-disease patients, the founders understood that the only way to achieve higher outcomes and a better quality of life is through patient-centric care. Heritage Biologics developed the world’s first pharmacy patient experience program (Pharmacy Patient Experience – RxPx), designed to ensure accountable performance-driven care. Based in the Kansas City metropolitan area, Heritage Biologics is dual accredited and licensed in all 50 states.

Vision: Trailblazing a patient-centered healthcare experience that improves lives.

Mission: To empower healthcare stakeholders with preeminent patient-centered infusion & specialty pharmacy services.

IT SUPPORT TECHNICIAN-I:

The IT Support Technician-I will report directly to the Computer and Information Systems Manager. He/She is responsible for responding to Help Desk tickets via, ticket system, email, telephone and in person and providing basic support and troubleshooting, such as password resets, printer configurations, break/fix issues, ticket routing and escalation to higher level support or to IT applications support, as needed. They will gather and analyze information about the user’s issue to determine the best way to resolve their problem. They may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented. For purposes of support of Clinical and Business employees, this position may have access to sensitive company data and/or PHI/EPHI This dual role position will also work with our sister company, Heritage Biologics or Summit SD.

Job Responsibilities and Essential Functions

· Troubleshooting: Identifying and fixing problems with hardware and software, including defective hard drives, malfunctioning motherboards, and software errors, and troubleshooting Microsoft Office 365 (O365) applications.

· Installation: Installing computers, laptops, and other hardware, as well as software applications.

· Maintenance: Maintaining computer systems, including performing regular upgrades and ensuring that systems remain updated.

· Security: Managing file shares, Active Directory user provisioning/terminations.

· Technical support: Providing technical support to resolve issues or queries as well as coaching end users through common problems, and training users how to use the technology.

Required Qualifications:

· High school diploma

· Intermediate experience using O365 applications.

· Valid driver's license.

· Operational knowledge of Virtual Desktops.

· Operational knowledge of SharePoint folders and access.

· Ability to install software and hardware on laptops, desktops, and cell phones.

· Familiarity with a variety of networking and personal computer software.

· Soft skills:

o Good analytical and problem-solving skills.

o Ability to quickly learn technologies and products using documentation, internal team, and internet resources.

o Strong communication skills, both verbal and written.

o Ability to function independently and in a team environment.

· Language Skills: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

· Mathematical skills: Ability to solve simple math problems and analyze numbers as they relate to necessary job functions.

· Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.

· Additional skills required: Ability to multi-task, excellent verbal communication, great people skills, effective documentation skills, possess a “can-do” attitude, and wants to be part of the team.

Preferred Qualifications:

· Associate’s degree.

· A+ certification a plus.

· Azure experience a plus

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· This role requires physical presence at our Lee's Summit, Missouri location, with the expectation that the employee will be on-site during regular business hours.

· Must be able to lift and carry 20 pounds.

· While performing the duties of this job, the employee is regularly required to sit and talk or hear.

· The employee is frequently required to stand, walk, use hands or fingers to handle, or feel and reach with hands and arms.

· Specific vision abilities required by this job include close vision and ability to adjust focus.

Travel and Work Location

· In-office during regular business hours to allow for the highest level of collaboration with other departments.

· Travel may be required between Heritage Biologics and Summit SD offices to provide technical support.

***Please do not call Heritage Biologics to inquire about the position or your resume***

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