Help Desk Analyst II

7,000 Diseases – 500 Treatments – 1 Rare Pharmacy

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

We are seeking team members who:

• Are inspired and compassionate problem solvers;
• Produce high quality work;
• Thrive in the excitement of the ever-challenging environment of modern medicine;
• Are committed to achieving superior health outcomes for people living with rare and devastating diseases.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.

Join the PANTHERx team, and define your own RxARE future in healthcare!

Location: Pittsburgh, PA (Onsite).

Job Type: Non-Exempt

Status: Full Time

Reports To: Support & Operations Manager

The Help Desk Analyst II provides end‑user support, interacting with users daily to support end‑user technology, including software, hardware, connectivity, audio/visual, and telephone system. This role provides basic end‑user technology training.

• Day‑to‑day operations, maintenance and problem resolution for all computer systems, equipment, and software.
• Works with end users to identify and resolve issues.
• Installs, configures, tests, maintains, monitors and troubleshoots end‑user hardware (desktop, laptop and thin client), telephones and networked peripheral devices.
• Installs, configures, tests, maintains, monitors and troubleshoots associated end‑user workstation software.
• Performs on‑site analysis, diagnosis and resolution.
• Manages help desk, escalations and ticket management.
• Maintains asset management system for all end‑user computing devices.
• Troubleshoots LAN and all related IT peripherals.
• Instructs end users on basic use of approved hardware/software.
• Escalates issues to hardware manufacturers.
• Off‑hours work may be required during maintenance/outage windows.
• Supports multiple physical locations and may require use of personal vehicle.
• Other duties as assigned.

• Associate’s degree/technical institute training in Computer Science, IT or related field.
• 2–5 years’ experience in a Help Desk role.
• Excellent troubleshooting skills across environment.
• Strong verbal and written communication skills.
• Strong analytical skills with attention to detail.
• Microsoft desktop operating systems including Windows 7/8/10.
• Microsoft Office products (Outlook, Word, Excel, PowerPoint).
• PC / printer setup in a network environment.
• LAN troubleshooting (TCP/IP, Wireless, DNS, DHCP).

• Active Directory experience.
• Imaging experience.
• Microsoft Project and Visio.
• Apple iOS (Mac Book, iPad, iPhone).
• Android OS.
• A+ and N+ certifications are a plus.
• Pharmacy or Healthcare knowledge.
• Previous telephone system support.

This position operates in a well‑lit, mail order distribution pharmacy environment and is 100% on‑site. Role routinely uses pharmaceutical equipment and safety supplies.

Individuals must be able to stand for extended periods of time; lift up to 20 pounds; and utilize the computer and bar code scanner. Must be able to use proper personal protective equipment including, but not limited to, gloves, eye protection and face masks when needed. Reasonable accommodation will be made to individuals with disabilities to perform the essential function of the job.

Hybrid, remote and flexible on‑site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer‑paid life insurance and short/long term disability coverage, and an Employee Assistance Program. Generous paid time off is also available to all full‑time employees, as well as limited paid time off for part‑time employees.

Of course we offer paid holidays too.

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.