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Help Desk Technician

3 months ago

Edmonton, Canada CareRx Integrated Pharmacy Full time

Edmonton Pharmacy
17969 106 Ave NW
Edmonton, AB T5S, CAN

Description

About CareRx

CareRx is Canada’s leading provider of specialty pharmacy services to seniors. We serve more than 92,000 residents in over 1,500 seniors and other communities (long-term care homes, retirement homes, assisted living facilities, and group homes). We are a national organization with a large network of pharmacy fulfillment centres that allows us to deliver medications in a timely and cost-effective manner. We take an active role in working with our home operator partners to promote resident health, staff education, and medication system quality and efficiency.

Whether you do your best work in a dispensary, in a clinical setting, in an office, or on the road, we have a place for you.

The Help Desk Technician role is to primarily provide user support and customer service to CareRx staff for company-supported computer applications and platforms. The Help Desk Technician will be actively involved in troubleshooting problems and supporting end users and IT management on resolution actions. This job is located in Edmonton.

Your Day To Day

  • Respond to requests for technical assistance in person, via phone, chat, or email, following standard help desk procedures.
  • Plan, prioritize, diagnose, and resolve technical hardware, software, and network issues; escalate help desk tickets requiring urgent attention.
  • Ensure helpdesk tickets are kept up-to-date, with accurate information in the corporate ticketing system.
  • Deploy and configure desktops and laptops with associated hardware and peripherals.
  • Manage AD and local user accounts and their access control based on company policies.
  • Assist with phone system administration and maintenance.
  • Cell phone management and maintenance.
  • Faxes: troubleshooting, testing, print-to-fax setup, driver installs
  • Assist in evaluating hardware and software upgrades.
  • Setup VPN clients on end-user devices
  • Software installation/troubleshooting (Windows, MS Office, Kroll, Chrome, Adobe, Visio, Remote Desktop setup, etc.)
  • Security: Provide access to security camera footage, email phishing, spam, and quarantine verification
  • Ensure documentation is up-to-date and maintained.
  • Proactively monitor systems for uptime, security, and availability
  • Maintain IT company asset information.
  • Work with both external vendors and internal stakeholders to maintain customer service levels.
  • Order IT inventory from various vendors.
  • Follow up with customers and users to ensure the complete resolution of issues.
  • Stay current with system information, changes, and updates.
  • Help update training manuals for new and revised software and hardware.
  • Provide training to users, as necessary.
  • Participate in rotating on-call support.
  • Required to work from our downtown Toronto office for a minimum of two days per week (currently Tuesday and Thursday).

What You Bring To The Team

  • Excellent working knowledge of end-user relevant hardware (workstation, laptop), software (OS and Office suite), and other equipment (document scanner, printer).
  • Experience with Windows, Azure and O365, Hyper-V
  • Hands-on with the MDM solution and cell phone setup and maintenance.
  • A good understanding of network protocols and services
  • Experience researching, analyzing, and interpreting automated system problems.
  • Knowledge of relevant call and ticket tracking applications
  • Related experience and training in troubleshooting and providing help desk support.
  • Must be able to work individually or with a team in a fast-paced, dynamic environment
  • Ability to build and maintain strong team relationships
  • Customer service-oriented
  • Excellent Verbal and Written communication skills
  • Excellent organization and time management skills
  • Strong analytical and problem-solving skills
  • Ability to handle customer inquiries and escalate as needed
  • Ability to work in a fast-paced environment
  • Must be able to time manage priorities and be very organized
  • Must have a positive “go-getter” attitude and be always cooperative with the team and direct supervisor.
  • Adaptability and accountability.

Additional Assets

  • Degree or diploma in a related IT program.
  • Experience integrating cloud-based services.

Application Process:

Please note this position requires in-person presence at our Edmonton location.

CareRX welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Interested, qualified candidates are encouraged to apply.

All applicants must successfully pass satisfactory background screening (depending on the role - Criminal Record Check, Education Verification, Current Professional Registration) and referencing. Background screening will be completed after an offer of employment has been extended and accepted.

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