Technical Analyst, Pharmacy

• Troubleshoot, analyze, and maintain Script Pro systems, applications, hardware, and computer peripherals
• Use remote support software to assist customers with reported issues
• Consult with customers on best practices for system configuration, pharmacy workflow, and available enhancements
• Interact with customers regarding product and service inquiries, concerns, and requests
• Conduct technical analysis and review system performance
• Troubleshoot proprietary software, insurance and credit card processing, Crystal and RDLC reports, mobile and web applications, Windows OS, SQL databases, and pharmacy operations workflow
• Research information using knowledge base articles, technical procedures, SharePoint, mentors, and documented service requests
• Respond to customer inquiries from general and subject-matter-specific queues
• Support end users through phone software, Oracle Service Cloud chat, and email simultaneously
• Work ticket queues according to customer priority and impact
• Recommend workflow changes based on pharmacy needs and best practices
• Communicate troubleshooting steps, workflow steps, ideas, and processes orally and in writing
• Build customer relationships through superior customer service
• Document job functions in Siebel with high data quality
• Proactively monitor systems for performance and connectivity to minimize or eliminate downtime
• Coordinate support for onsite field technicians and shipment of parts to sites
• Perform other duties assigned by a supervisor or manager
• Report to the Supervisor, Technical Support
• Work Saturday through Tuesday, 10:00 a.m. to 8:30 p.m. CST

• Associate degree in computer science or a related field is preferred
• 3+ years of experience with Windows OS (Windows 7/10, Server 2012/2016), networking, software, and hardware troubleshooting
• Advanced knowledge of desktop and peripheral hardware troubleshooting
• Experience supporting proprietary software applications
• Proficiency with remote support tools such as BOMGAR, PCAnywhere, Secure Link, or Windows Remote Desktop
• Working knowledge of connectivity and networking concepts
• Intermediate knowledge of SQL databases and query syntax
• Experience using help desk ticketing systems such as Oracle, Siebel, or other CRM systems
• Experience with SLA-driven resolution environments
• Ability to type 50 WPM
• Positive attitude, drive, and tenacity
• Ability to support a constantly evolving and growing industry
• Excellent written and verbal communication skills
• Ability to multitask with varying priorities while maintaining attention to detail
• Exemplary attendance, reliability, and punctuality
• Outstanding customer service skills
• Strong problem-solving and analytical skills
• Knowledge of healthcare or pharmaceutical industry, especially outpatient pharmacy practice, preferred
• Experience working with inventory suppliers to place orders, preferred
• IT certification such as A+, MCITP Windows OS, or Network+, preferred
• Pharmacy operations knowledge, preferred
• Valid driver's license
• Willingness to travel by air for work-related duties if located outside the area
• High-speed reliable internet access with a hard-wired connection
• Distraction-free home office workspace
• Willingness to participate in video virtual meetings with camera on
• Must be able to obtain Department of Defense security clearance after date of hire
• Must complete annual cybersecurity and privacy awareness training
• Must be legally authorized to work in the United States
• No visa sponsorship available
• Ability to sit, use hands and fingers, and occasionally lift, stoop, bend, and reach
• Problem-solving, practical learning, and instruction interpretation skills

Demonstrates expertise in troubleshooting and maintaining Script Pro systems, applications, and hardware, with a strong focus on customer service and support in pharmacy operations. Proficient in using remote support tools and managing help desk ticketing systems to ensure efficient resolution of technical issues.

• Windows OS Troubleshooting
• Remote Support Tools Proficiency
• SQL Database Knowledge
• Customer Service Excellence
• IT Certification (A+, MCITP, Network+)

• Windows OS (7/10, Server 2012/2016)
• Software Troubleshooting
• Hardware Troubleshooting
• Proprietary Software Support
• SQL Query Syntax
• Networking Concepts
• Help Desk Ticketing Systems
• Typing Speed (50 WPM)
• Pharmacy Operations Knowledge
• Inventory Management

• Excellent Communication Skills
• Problem-Solving Skills
• Attention to Detail
• Positive Attitude
• Multitasking Ability

• A+ Certification
• MCITP Windows OS
• Network+ Certification

• Healthcare Industry
• Pharmaceutical Industry
• Outpatient Pharmacy Practice
• SLA-Driven Resolution
• Cybersecurity Training

• BOMGAR
• PCAnywhere
• Secure Link
• Windows Remote Desktop
• Oracle Service Cloud
• Siebel
• Share Point