Help Desk Analyst II – Second Shift

Role Overview

• Provides Level 2 Help Desk support
• Day-to-day operations, maintenance and problem resolution for all computer systems, equipment, and software.
• Works with end users to identify and resolve issues, including promptly managing Help Desk ticket management and escalations.
• Answers incoming calls, responds to user emails, and resolves escalated technical issues promptly.
• Installs, configures, tests, maintains, monitors and troubleshoots end user hardware (desktop and laptop).
• Installs, configures, tests, maintains, monitors and troubleshoots associated end user workstation software.
• Troubleshoots LAN and all related IT peripherals.
• Instructs end users on basic use of approved hardware/software.
• Maintains asset management system for all end user computing devices.
• Escalates issues to hardware manufacturers.
• Performs on-site analysis, diagnosis and resolution.
• Works off-hours and may be required during to do maintenance/outage windows during that time.
• Supports multiple physical locations and may require use of personal vehicle.
• Identifies underlying causes of problems, including accurate problem classification and diagnosis.
• Seeks opportunities to improve user satisfaction and strengthen client relationships through effective communication at all levels.
• Maintains awareness of all known service outages and monitor maintenance or software product changes that may impact Panther users.
• Collaborates cross-functionally and coordinate with internal teams and Five9 to ensure seamless support.
• Adapts to evolving job requirements as determined by management discretion.

Requirements

• Associate’s degree/Technical Institute training in Computer Science, IT or related field.
• Minimum of three (3) years of professional experience, with a minimum of 2 years in software support position.
• Excellent troubleshooting skills across environment.
• Strong verbal and written communication skills.
• Strong analytical skills with attention to detail.
• Microsoft desktop operating systems including Windows 10/11.
• PC/Printer setup in a network environment.
• LAN troubleshooting (TCP/IP, Wireless, DNS, DHCP).
• Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
• Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
• Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
• Must possess strong technical call center skills preferably in a technical support or customer service role.
• Requires flexibility to accommodate customer needs and resolve escalations, while primarily working scheduled shifts aligned with customer operations.
• Willingness to travel locally.

Tech Stack

• DNS
• TCP/IP

Benefits

• 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!