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.

• 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
• Travel to new locations for hardware setup

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
• Ability to travel 1 week per quarter travel could be expected in 2025. Max travel expectation could expand to a maximum of 1 week per month

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!