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Help Desk / Technical Support
Pharmaceutical Company
- Provide daily support for end users in a professional office environment, acting as the first point of contact for technical issues.
- Troubleshoot and resolve 1st and 2nd level problems with hardware, software, and user accounts, ensuring minimal downtime.
- Support a large-scale password reset initiative, requiring strong Active Directory knowledge to manage account access and permissions.
- Deliver assistance via phone, in-person, and remote access tools, adapting support methods to user needs.
- Record all technical issues and resolutions in a ticketing system, maintaining accuracy and detail for team visibility.
- Collaborate closely with other help desk team members to escalate complex issues and share solutions.
- Assist users with Windows-based environments, including operating system, applications, and device configurations.
- Provide clear, patient communication with non-technical staff to ensure understanding and successful resolution of issues.
- Demonstrate a strong customer service focus, maintaining an approachable and professional demeanor at all times.
- Contribute to ongoing improvement of processes by documenting recurring issues and recommending best practices.
Key Tools & Technologies
- Active Directory for account and password management
- Ticketing systems (ServiceNow, Remedy, or similar)
- Standard hardware/software troubleshooting across desktops, laptops, and peripherals
- Knowledge of Windows operating systems and office productivity applications
- Familiarity with CompTIA A+ concepts (preferred)
Soft Skills
- Strong interpersonal and communication abilities
- Excellent problem-solving and prioritization skills
- Attention to detail and ability to multi-task in a fast-paced environment
Team-oriented and approachable with a service-first mindset
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