Technical Support Specialist
- Job Title
- Technical Support Specialist
- Job ID
- 27627879
- Location
- Palm Beach Gardens, FL
- Other Location
- Description
-
Technical Support Specialist
About Us
RxSense is a privately held health technology company whose mission is to make prescription drugs more affordable for everyone. We build technology platforms and data solutions that enable our customers to manage pharmacy benefits on behalf of their members, employees, or clients (e.g., health plans, employers, health systems, etc). RxSense also provides prescription benefit solutions directly to millions of people through its consumer brand, SingleCare. We have saved our customers over $4B on prescription medications since 2015.
Headquartered in Boston, MA, the company has experienced double-digit growth every year since its inception in 2015. The company has been recognized by Forbes as a Top Startup in 2020 and 2021 and recognized as one of Fast Company's Most Innovative Companies. Our team members have come from some of the country's most innovative and successful companies in healthcare and technology and together we have created a culture of opportunity, innovation, accountability, and trust. We are working together to solve big problems and create value in an industry that is personal for everyone - healthcare.
Job Summary
RxSense is looking for a highly motivated self-starter to provide IT technical support to end-users on a variety of issues. A candidate should be able to troubleshoot computer and application problems accurately and efficiently. Perform computer maintenance, upgrades, and new installations while supporting desktops, laptops, and peripheral devices in addition to locally installed and/or cloud-based end-user software applications.
Must be aware of and comply with all aspects of the RxSense Information Security Program and the policies contained therein. Must always understand the importance of maintaining Information Security.
Essential Duties & Responsibilities- Hybrid work environment, must come into the Palm Beach office 2-3 days a week
- Provide prompt, high-quality IT technical support to internal and external customers
- Evaluate and prioritize incoming help desk tickets, telephone calls, and email requests for assistance from remote or office-based colleagues or customers
- Order, configure, deploy, migrate and support Windows/macOS operating systems, hardware such as desktops, laptops, printers, scanners, and other mobile devices to the end user’s satisfaction
- Physically assist various office and equipment moves if needed
- Continue to enforce Information Security policies and IT procedures; report any suspected policy violations
- Always protect all information in any form; assist with end-user awareness and training
- Perform hardware repairs, software upgrades, warranty exchanges, etc.
- Maintain an accurate hardware and software inventory
- Identify and escalate anomalies and unresolved issues for resolution
- Document and maintain proven solutions, procedures, and end-user guides
- Research and recommend innovative, and where possible automated approaches for system administration tasks
- Develop relationships within the team and across departments to encourage cooperation, communication, and respect
- Develop strengths through training, coaching, project assignments, or other means as appropriate
- Identify any missing process or procedure documentation and be able to close that gap by creating & developing new process/procedure documentation
- Ability to communicate effectively with organizational personnel and clients
- Customer service orientation (e.g., patience, positive customer-friendly attitude, active listening, empathy, professionalism, etc.)
- Adapt easily to rapid changes in requests, processes, procedures and technologies
- Ability to multitask in a fast-paced environment
- Asset management experience
- Must possess excellent organizational skills; detail-oriented
- Maintain SLA requirements and resolves problems promptly, accurately, and in such a way as to prevent future occurrence
- Strong ability to manage multiple responsibilities and competing priorities, constantly reprioritizing based on new information or shifting deadlines
- Maintains confidentiality and uses sound judgment when discussing technical or sensitive matters
- Maintains regular and punctual attendance
- Establishes and maintains effective relationships with those contacted within the line of work
- Strong attitude and desire to learn new technologies.
- Maintain current skills and strive to acquire new technical knowledge based on current industry trends
- Independent worker who can produce high-level results consistently with minimal supervision
- Demonstrated success as a level 2 help desk support technician
- Ability to diagnose and repair basic hardware problems
- Experience working with Windows, macOS, MS Office and related applications
- Experience working Apple related products including MacBook and iPhone
- Basic networking skills
- Knowledge of Google Workspace, JAMF MDM, Microsoft Azure & Intune EndPoint Manager
- CompTIA A+
- ITIL Certification
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- Regularly required to sit and talk or hear with a headset. Frequently required to stand and walk. Occasionally lift and/or move up to 25 pounds.
- Ability to sit for long periods of time and walk short distances.
- The noise level in the work environment is moderate. Personal Protective Equipment may be recommended and/or required in some areas.
- Travel required is less than 30%.