Overview
The IT Help Desk Service Technician is a valued member of the Service Delivery team and plays a crucial role in providing first-level support for business applications, computer software, and hardware. In this role, you’ll showcase your troubleshooting skills and technical aptitude as you work across various business units and pharmacies, resolving technical and software issues for our users.
At Maxor, we value independence and resourcefulness. You'll have the opportunity to tackle a wide range of problems using your current job knowledge, research abilities, and external resources. As a highly motivated professional, you're laser focused positive customer experiences by delivering exceptional service and effectively communicating with staff at all levels.
Position Location
- This is a remote-based position where you will work from your home office.
- Candidates should be based in the Phoenix metro area or within the Mountain/Pacific time zone.
Our Company
Maxor is a leading pharmacy care solutions company dedicated to improving patient outcomes and lowering the total cost of care through our clinically integrated set of pharmacy care solutions. Our teams help optimize the pharmacy experience for patients, our customers, their employees, and members whether it’s through our customized pharmacy benefit offerings; providing access to prescription medications and therapies through our home delivery and specialty pharmacies; or delivering clinical and financial value with our end-to-end pharmacy management solutions. With a legacy of exceptional service and deep clinical and pharmacy expertise, Maxor has been a trusted partner enabling pharmacy care since 1926.
Why Maxor?
Pharmacies are essential to healthcare, with nearly 90% of the US population living within 5 miles of one and seeing their pharmacist an average of 12 times a year. Providing a positive patient experience is crucial to ensuring patients adhere to their therapies. At Maxor, we recognize that our employees are our most valuable assets. We actively seek and retain talented professionals who are mission-driven to improve healthcare outcomes for patients. And, our employees are essential to their own well-being, finding fulfillment in meaningful work, teamwork & collaboration, competitive compensation, work-life balance, diverse and inclusive teams, and limitless career possibilities.
With a workforce of 1,200+ and almost a century of pharmacy experience, we offer the stability of a Fortune 500 company and the energy and innovation of a startup. Our expertise and technology support the entire pharmacy ecosystem, but our impact goes beyond pharmacy services. We enable pharmacy care.
Responsibilities
- Resolve Tickets to meet set Service Level Agreements
- Investigate, analyze, and resolve hardware and associated software and communications problems with computer systems.
- Perform hardware repairs and maintenance on a wide range of PC-based computers and peripherals.
- Provide hardware technical assistance and support.
- Troubleshoot and resolve system hardware, software, and communications failures and conflicts.
- Install, integrate, and configure new computer systems and hardware for users.
- Review, prioritize, and process problem reports; document the progress of projects.
- Maintain a high-level quality of customer service standards in dealing with and responding to questions.
- Follow Procedures for call length, and escalation process
Qualifications
Education:
- High School graduation or equivalent is required
- Bachelor’s Degree in Management Information Systems, Computer Science or related field or equivalent technical/vocational certification or equivalent experience is preferred
Experience:
- Background in and exposure to PC maintenance/repair, application software support
- Knowledge of Microsoft Office software products required
- Software and hardware certifications a plus
- Knowledge of Incident Technology Infrastructure Library (ITIL) or Cobit framework
- Retail pharmacy operations desirable
- Experience working in a corporate business environment desirable
Knowledge, Skills and Abilities:
- Knowledge of pharmacy or healthcare systems or aptitude to learn
- Ability to perform repairs and upgrades on a wide variety of computers and peripherals
- Knowledge of a wide range of computer systems software, applications, hardware, and communications
- Ability to simultaneously coordinate and complete multiple projects
- Knowledge of computer-troubleshooting techniques
- Ability to diagnose the nature and extent of a wide range of computer problems
- Ability to install and configure computer systems, hardware, and peripherals
- Knowledge of customer service standards and procedures
- Demonstrated ability to be self-motivated with a positive attitude
- Intellectual curiosity
- Strong technical knowledge
- Exceptional customer-service orientation
- Well-honed communication skills
- Analytical thinking
- Empathetic
- Team-first mentality
WE OFFER
At Maxor, we foster a diverse and progressive culture that promotes a work-from-home model and a "dress-for-your-day" approach to work attire. Our team-oriented environment encourages collaboration and innovation.
We offer highly competitive compensation and comprehensive health benefits including:
- Comprehensive mental health and wellbeing resources
- Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums
- Company-paid basic life/AD&D, short-term and long-term disability insurance
- Rx, dental, vision, other voluntary benefits, and FSA
- Employer-matched 401k Plan
- Industry-leading PTO plan
- And more!
Apply today at https://www.maxor.com/careers/
Maxor is an EOE, including disability/vets
