IT Helpdesk Technician

MedOne Pharmacy Benefit Solutions • Dubuque, IA

just now • Onsite

About The Position

The IT Help Desk Technician position delivers timely and effective technical support, troubleshoots basic computer system issues, and clearly communicates solutions to users. About MedOne: MedOne is a full-service pharmacy benefit manager (PBM), serving clients and members nationwide. With a fully transparent, pass-through model, MedOne helps people conveniently access the most appropriate prescriptions at the most affordable price.

Requirements

• BS/BA in IT, Computer Science, or relevant field, or equivalent experience
• Proven experience as a help desk technician or other customer support role
• Working knowledge of MS Office, automation products, SQL databases, MS 365 Admin Center, Azure, TCP/IP networking, Active Directory, and remote-control technology.
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered
• Ability to work well independently and as part of a team as needed
• High degree of emphasis on problem-solving skills

Nice To Haves

• Knowledge of Firewalls/security policies, Ring Central phone system, WIFI technology, managed network switches.

Responsibilities

• Serve as the first point of contact for staff seeking technical assistance
• Manage and be first point of contact for all tickets entered to System Admin Team/Help Desk
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by users
• Walk the user through the problem-solving process and create documentation where necessary within bookstack
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Follow-up and update users on statuses and other information
• Pass on any feedback or suggestions by users to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Inventory and log all new and existing computer hardware for staff
• Learn and assist with MedOne’s IT infrastructure
• Communicate with IT Team regarding any systems issues that arise
• Assist in providing hardware and software IT assistance (both during normal business hours and after hours) both in person and remotely to MedOne staff in harmony with company standards
• Must demonstrate strong organizational, verbal and written communication skills with emphasis on attention to detail
• Exercise discretion with respect to client and member information following established HIPAA

Benefits

• Competitive salary and bonuses that reward your performance.
• Comprehensive health, dental, and vision insurance + additional benefits
• 401(k) with company match to secure your future.
• Generous paid time off and holidays.
• Opportunities for professional growth and development.
• A vibrant and collaborative work culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree