Help Desk Analyst II

Purpose The Help Desk Analyst II provides end-user support, interacting with users daily to support end-user technology, including software, hardware, connectivity, audio/visual, and telephone system. This role provides basic end-user technology training. Key Responsibilities Day-to-day operations, maintenance and problem resolution for all computer systems, equipment, and software. Work with end users to identify and resolve issues. Install, configure, test, maintain, monitor and troubleshoot end user hardware (desktop, laptop, and thin client), telephones and networked peripheral devices. Install, configure, test, maintain, monitor and troubleshoot associated end user workstation software. Perform on-site analysis, diagnosis and resolution. Manage help desk, escalations, and ticket management. Maintain asset management system for all end user computing devices. Troubleshoot LAN and all related IT peripherals. Instruct end users on basic use of approved hardware/software. Escalate issues to hardware manufacturers. Off-hours work may be required during maintenance/outage windows. Support multiple physical locations and may require use of personal vehicle. Other duties as assigned. Required Qualifications Associate’s degree/Technical Institute training in Computer Science, IT or related field. 2-5 years’ experience in a Help Desk role. Excellent troubleshooting skills across environment. Strong verbal and written communication skills. Strong analytical skills with attention to detail. Microsoft desktop operating systems including Windows 7/8/10. Microsoft Office products (Outlook, Word, Excel, PowerPoint). PC/Printer setup in a network environment. LAN troubleshooting (TCP/IP, Wireless, DNS, DHCP). Preferred Qualifications Active Directory experience. Imaging experience. Microsoft Project and Visio. Apple iOS (MacBook, iPad, iPhone). Android OS. A+ and N+ certifications are a plus. Pharmacy or Healthcare knowledge. Previous telephone system support. Location Collierville, TN (Onsite) Job Type Non-Exempt Status Full Time Reports To Support & Operations Manager Work Environment This position operates in a well-lit, mail order distribution pharmacy environment and is 100% on-site. The role routinely uses pharmaceutical equipment and safety supplies. Physical Demands Individuals must be able to stand for extended periods of time, lift up to 20 pounds, and utilize the computer and barcode scanner. Must be able to use proper personal protective equipment including gloves, eye protection and face masks when needed. Reasonable accommodation will be made to individuals with disabilities to perform the essential functions of the job. Benefits Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy affords an excellent benefit package, including medical, dental, vision, health savings and flexible spending accounts, 401(k) with employer matching, employer-paid life insurance and short/long‑term disability coverage, and an Employee Assistance Program. Generous paid time off is also available to all full‑time employees, as well as limited paid time off for part‑time employees. Paid holidays are also offered. Equal Opportunity PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran’s status, or any other characteristic protected by federal, state or local laws. #J-18808-Ljbffr