Hardware Support – Tier 1

Job Summary

The Hardware Support employee will provide our customers with in-depth troubleshooting and hardware support. You need to be willing to learn and adapt to new concepts, provide exceptional customer services, and support a variety of applications and hardware.

Key Duties

Responding to help desk tickets and phone calls from pharmacies in a timely manner.

Troubleshooting and resolving technical issues related to printers, computers, interfaces, and networking equipment used in the pharmacy.

Consulting with pharmacy staff to optimize their technology setup and make recommendations for improvements.

Providing training to pharmacy staff on how to use various software applications and hardware devices.

Documenting technical support activities and maintaining detailed records of all interactions with pharmacies.

Providing superior customer service and ensuring a positive experience for all pharmacy staff who interact with the technical support team.

Collaborating with other technical support team members to resolve complex issues and ensure continuity of service.

Identifying recurring technical issues and reporting/working to develop permanent solutions to prevent them from happening in the future.

Participating in regular meetings and training sessions to stay up to date on technical support best practices and industry trends.

Education/Training

●Minimum of a High school diploma or equivalent required

●2 + years of experience in IT systems and installation/application support.

●1 + year of experience in a remote IT Help Desk environment.

Required Work Experience/Skills

●Strong technical knowledge of computers, printers, and networking equipment commonly used in small businesses.

●Previous experience providing technical support in a customer-facing role, healthcare or pharmacy setting a plus.

●Knowledge of security best practices related to protecting sensitive healthcare data.

●Excellent communication and interpersonal skills to effectively communicate technical information to non-technical users and build positive relationships with pharmacy staff.

●Ability to work independently and prioritize tasks in a fast-paced, dynamic environment.

●A commitment to providing exceptional customer service and ensuring a positive experience for all pharmacy staff who interact with the technical support team.

●Ability to learn quickly and stay up to date on new technologies and products relevant to pharmacy operations.

Preferred Work Experience/Skills

Excellent phone communication skills, including a professional and confident speaking tone.

Ability to efficiently manage time and multi-task.

Discretionary Judgment

Uses independent judgment and discretion based upon the employee's experience in the position and knowledge of the products, equipment, and services.

Uses good judgement and possesses ethical work values.

Physical Demands, Working Conditions, and General Employment Guidelines

Low-Moderate levels of stress may be experienced in the performance of the job.

Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs.

Equipment

Daily use of the Microsoft Teams (phone), computer, and other routine office equipment

Must have reliable high-speed internet access.

Safety to Self and Others

Little responsibility for the safety of others. Job is performed in an office setting where there are no hazardous materials or equipment.

Working Conditions/Hazards

Position is performed in an open office environment or approved remote work location.