What are the responsibilities and job description for the IT Help Desk Technician position at PCI Pharma Services?
Position Title: IT Help Desk Technician
Location: Philadelphia, PA
Department: IT
Shift: 1st
Reporting To: Desktop Support Supervisor
Responsible For (Staff): no
The role of the Helpdesk Technician is to assist customers with IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution however the Help Desk Technician is responsible to ensure that an effective solution is provided to the user.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
- Engages in research and in-depth troubleshooting to resolve technical issues. Consults with specialized technical staff when necessary.
- Records customer and problem information in PCI's Work Order System. Updates tickets with activities and closes tickets with resolution entered upon completion of the job.
- Resolves work orders and escalates complex and/or high priority problems to the appropriate support groups for resolution
- Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
- Monitors spam filtering and internet logs.
- Keep track of all company software licenses.
- Quoting and ordering of IT components
- Works on Helpdesk related projects as assigned by supervisor.
- This position may require overtime and/or weekend work.
- Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
- Attendance to work is an essential function of this position
- Performs other duties as assigned by Manager/Supervisor.
Special Demands:
- Stationary Position: From 1/2 to 3/4 of the day.
- Move, Traverse: Up to 1/4 of the day.
- Operate, activate, use, prepare, inspect, or place: Up to 1/4 of the day.
- Install, place, adjust, apply, measure, use, or signal: Up to 1/4 of the day.
- Ascend/Descend or Work Atop: Up to 1/4 of the day.
- Position self (to) or Move (about or to): Up to 1/4 of the day.
- Communicate or exchange information: 3/4 of the day and up.
- Detect, distinguish, or determine: Up to 1/4 of the day.
On an average day, the individual can expect to move and/or transport up to 50 pounds less than 1/4 of the day.
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