Help Desk Technician

Senior IS Technician

18.41/hr

Remote

Description:

Must be within 50 miles of Richardson, TX

You will need a secure location to work with no visitors and cannot be taking care of any family members. There should be no distractions. They will need to fill out a Deployment Checklist form that we will have everyone complete during the training class.

PLEASE INFORM EACH CANDIDATE from the remote sites in eastern and central time zones that in order to Work from Home they must have a secured room with no visitors and no interruptions. They cannot be primary caregiver in the household.

Candidates must have wired internet access with a speed of 150 mbsp

The Pharmacy training class starts on March 28th and ends on May 4th, 2022. Training hours are 8:00- 4:30 (EST) M-F

Workers may not miss time during training, please confirm their availability.

REVISED WORK SCHEDULE:

They must be able to work a 2 hour start window of 8AM to 10 am or 9 am to 11 am or 10 am to 12 pm or 1 pm to 3 pm

Do they have a secure location?

NOTE:

What is their internet speed? The requirement is 150 mbps

This position requires the prompt technical responses to questions from our store and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for their software and hardware issues. This position requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online diagnostics are used for troubleshooting; incidents are tracked in a case tracking system. The primary role of this position is to take live trouble-shooting calls daily 100% of the time. This position must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.

Responsible for resolving customer inquiries by using the tools provided to services the customer quickly, efficiently and thoroughly. Prompt response to questions from store employees by troubleshooting, diagnosing, resolving problems and overall store support and installations. Document problems accurately and succinctly in the appropriate support tools provided. Maintain knowledge with accurate and up to date information relating to current policies, procedures and troubleshooting techniques.

A minimum of 6 months related work experience required, ideally in a call center, technical or customer service related role 1 to 2 years’ experience working in a service oriented call center, Associate or Technical degree preferred, High School Diploma or GED required Must demonstrate analytical, problem solving and interpersonal skills Must have excellent Customer Service skills Must have competent PC skills, proficiency in MS Office required, Must have excellent verbal and listening communication skills Must have excellent writing skills Able to work in a flexible 24/7 work environment, preferred