Help Desk

IT Help Desk

Position: IT Help Desk Client: Pharmaceuticals Location: Schaumburg, IL 60173 Duration: Fulltime / Permanent Work Schedule: Onsite Salary: $50K - $55K base

Role Impact: The IT Help Desk Associate supports daily technology operations for the Company by providing technical assistance, troubleshooting end-user issues, and maintaining system reliability. This role serves as the first point of contact for IT support while contributing to software initiatives, project execution, and ongoing system improvements. The position requires strong technical troubleshooting skills, customer support capabilities, and the ability to minimize operational disruptions across business systems.

Key Responsibilities

• First-level technical support for end-users via phone, email, and remote support tools
• Remote troubleshooting and issue resolution for hardware, software, and mobile devices
• Incident logging, tracking, and resolution documentation within IT support systems
• Escalation management for unresolved technical issues to advanced support teams
• End-user guidance through technical problem-solving processes
• IT project participation and coordination activities
• Software project support including testing and application upgrades
• Security maintenance and risk assessment support activities
• User training and technical guidance for internal systems and applications
• Customer feedback collection and communication with internal IT teams

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field OR 2–3 years of relevant IT support experience
• Technical troubleshooting experience with computer systems, mobile devices, and operating systems
• Ability to diagnose and resolve basic technical issues independently
• Experience supporting end-users in a help desk or technical support environment
• Strong organizational, analytical, and time-management skills
• Excellent verbal and written communication skills
• Ability to work independently and within cross-functional teams
• Familiarity with independent pharmacy industry environments preferred

Technical Environment / Must-Haves

• Active Directory
• Microsoft technologies
• Azure
• Intune
• Firewall support/troubleshooting
• General Microsoft/O365 support experience

Core Tools & Systems

• Asana
• Jira
• Monday.com
• Mobile device support platforms
• Operating systems administration
• Remote troubleshooting tools
• Risk assessment and security maintenance tools
• Software testing environments
• Technical support ticketing systems
• User support and training systems

Preferred Skills

• Experience contributing to IT or software implementation projects
• Knowledge of customer support best practices and escalation management
• Familiarity with project management and collaboration platforms