Technical Support Specialist

Technical Support Specialist

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We are a healthcare technology company that provides platforms and solutions to improve the management and access of cost‑effective pharmacy benefits. Our technology helps enterprise and partnership clients simplify their businesses and helps consumers save on prescriptions. As a leader in SaaS technology for healthcare, we offer innovative solutions with integrated intelligence on a single enterprise platform that connects the pharmacy ecosystem.

With our expertise and modern, modular platform, our partners use real‑time data to transform their business performance and optimize their innovative models in the marketplace.

We are seeking a highly motivated Technical Support Specialist to join our dynamic help desk team. The ideal candidate will exhibit a strong passion for technology, a proactive attitude, and exceptional problem‑solving skills. This role requires delivering top‑tier technical support, troubleshooting complex issues, and ensuring seamless IT operations. If you are driven, customer‑oriented, and eager to learn, we want you on our team.

Must be aware of and comply with all aspects of the RxSense Information Security Program and the policies contained therein. Must always understand the importance of maintaining Information Security.

• Provide prompt first‑level, high‑quality technical support to end‑users remotely or in person.
• Evaluate and prioritize incoming help desk tickets for assistance.
• Escalate complex issues to higher‑level support as necessary.
• Order, configure, ship, migrate, and support Windows/macOS operating systems, hardware such as desktops, laptops, printers, scanners, and mobile devices.
• Troubleshoot A/V technical issues:
  Diagnose and resolve problems with audio‑visual equipment, including televisions, microphones, video conferencing systems, and digital video wall displays.
• Support employees with A/V needs:
  Assist office staff with setting up and using A/V equipment for meetings and presentations.
• Physically assist various office and equipment moves if needed.
• Continue to enforce Information Security policies and IT procedures; report any suspected policy violations.
• Always protect all information in any form; assist with end‑user awareness and training.
• Perform hardware repairs, software upgrades, and warranty exchange.
• Maintain an accurate hardware and software inventory.
• Assist with user account management, including password and MFA resets.
• Document and maintain proven solutions, procedures, and end‑user guides.
• Document all support interactions and solutions in the help desk ticketing system.
• Research and recommend innovative and automated approaches for system administration tasks.
• Develop relationships within the team and across departments to encourage cooperation, and communication.
• Develop strengths through training, coaching, project assignments, or other means as appropriate.
• Participate in ongoing training to stay current with technology trends and updates.
• Recover assets upon employment separations and validate returned items as expected.
• Identify any missing process or documentation and be able to close that gap.
• Hybrid workplace – you will be required to come into the office 3 days a week.

• Ability to communicate effectively.
• Customer service orientation (e.g., patience, positive customer‑friendly attitude, active listening, empathy, professionalism).
• Adapt easily to rapid changes in requests, processes, and procedures.
• Ability to multitask in a fast‑paced environment.
• Attention to detail.
• Asset management experience.
• Excellent organizational skills.
• Resolves problems promptly, accurately, and in a way that prevents future occurrence.
• Strong ability to manage multiple responsibilities and competing priorities.
• Maintains confidentiality and uses sound judgment when discussing technical or sensitive matters.
• Maintains regular and predictable attendance.
• Establishes and maintains effective relationships with those contacted within the line of work.
• Strong attitude and desire to learn new technologies.
• Maintain current…