IT Help Desk Technician - PCI Pharma Services

Position Title: IT Help Desk Technician
Location: Philadelphia, PA
Department: IT
Shift: 1st
Reporting To: Desktop Support Supervisor
Responsible For (Staff): no

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 Help Desk Technician is responsible to ensure that an effective solution is provided to the user.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

* 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 PCI's 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.
Special Demands:

* Stationary Position: From 1/2 to 3/4 of the day.
* Move, Traverse: Up to 1/4 of the day.
* Operate, activate, use, prepare, inspect, or place: Up to 1/4 of the day.
* Install, place, adjust, apply, measure, use, or signal: Up to 1/4 of the day.
* Ascend/Descend or Work Atop: Up to 1/4 of the day.
* Position self (to) or Move (about or to): Up to 1/4 of the day.
* Communicate or exchange information: 3/4 of the day and up.
* Detect, distinguish, or determine: Up to 1/4 of the day.

On an average day, the individual can expect to move and/or transport up to 50 pounds less than 1/4 of the day.


Required:

* 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.
Preferred:

* Ability to demonstrate attention to detail.
* Ability to effectively present information to various people as the job requires.
* Ability to display excellent time management skills.
* Ability to identify and resolve problems in a timely manner.

Equal Opportunity Employer/Vet/Disabled