Helpdesk Technician I

Help Desk Technician 1 Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real‑life impact to build a world in which every patient gets the care they need. The Help Desk Technician 1 will provide Tier1 support to our customers via phone, email and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalates issues that extend beyond TierI span of control. In this role, you will work collaboratively with internal IT and business users to ensure that user and clients have the best possible experience interacting with IT on a support level. Key Responsibilities Provides prompt technical assistance and support for incoming queries and issues related to computer systems, software and hardware. Respond to queries either in person or over the phone. Develop and maintain training manuals. Train computer users. Maintain daily performance of computer systems. Investigate questions to determine nature of problem. Assist with customer problem‑solving process. Install, modify and repair computer hardware and software. Clean up and maintenance of computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems. Install computer peripherals for users. Follow up with customers to ensure issue has been resolved. Communicate issues and recommend solutions to supervisor. Actively support and comply with all components of the compliance program, including training and reporting of suspected violations of law and company policy. Maintain confidentiality of all information; abide with HIPAA and PHI guidelines at all times. Respond positively to change and perform other duties as assigned. Qualifications 4‑yr college degree in Computer Science, Information Systems or another related field strongly preferred. 1+ years of experience and industry knowledge strongly preferred. Working knowledge in the use of Jira or other Agile tools. Solid analytical and troubleshooting skills and a thorough approach to problem solving. Able to read, write and interpret technical documents. Excellent communication (both written and verbal) and interpersonal skills. Office‑based position; ability to sit for extended periods of time is necessary. Minimal flexibility to travel as needed is preferred. Physical Demands & Work Environment While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice. Benefits Medical, dental, and vision plans, including HSA‑ and FSA‑eligible options, with Valeris contributing toward premium costs. Additional health support, including telehealth and Employee Assistance Program (EAP) services. Company match on Health Savings Account contributions. Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000. Company‑paid Short‑Term Disability coverage, with the option to purchase Long‑Term Disability. 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting. Paid Time Off (PTO) and Sick Leave to support work‑life balance. Team members receive nine paid holidays plus two floating holidays. Opportunities for advancement in a company that supports personal and professional growth. A challenging, stimulating work environment that encourages new ideas. Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace. A mission‑driven, inclusive culture where your work makes a meaningful impact. Equal Opportunity Valeris is proud to be an equal‑opportunity employer. Valeris does not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected characteristic. Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. #J-18808-Ljbffr