The role of the Helpdesk Technician is to assist customers with IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution however the HelpDesk Technician is responsible to ensure that an effective solution is provided to the user.
Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
Engages in research and in-depth troubleshooting to resolve technical issues. Consults with specialized technical staff when necessary.
Records customer and problem information in PCIs Work Order System. Updates tickets with activities and closes tickets with resolution entered upon completion of the job.
Resolves work orders and escalates complex and/or high priority problems to the appropriate support groups for resolution.
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
Monitors spam filtering and internet logs.
Keep track of all company software licenses.
Quoting and ordering of IT components.
Works on Helpdesk related projects as assigned by supervisor.
This position may require overtime and/or weekend work.
Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
Attendance to work is an essential function of this position
Performs other duties as assigned by Manager/Supervisor.
Associate's Degree in a related field and/or 1-3 years related experience and/or training.
Basic Mathematical Skills
Intermediate Computer Skills:
Ability to perform more complex computer tasks and has knowledge of various computer programs.
Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
High Reasoning: Ability to solve practical problems and deal with a variety of concrete variables in situations where there is only limited standardization. Ability to interpret a variety of instructions that may be provided in various forms.
Equal Opportunity Employer/Vet/Disabled
Helpdesk, IT, software, hardware,
PCI Pharma Services