IT Helpdesk Technician – 6 month contract

ProPharma Group is an industry leading, single source provider for regulatory compliance, pharmacovigilance, and medical information services across the full development lifecycle for pharmaceutical, biotechnology, and medical device companies. Operating around the world with offices in Australia, Canada, Germany, Japan, the Netherlands, Sweden, United Kingdom, and the United States, ProPharma Group’s fully integrated service offerings will provide clients with a comprehensive suite of global support services that are required to be competitive in today’s dynamic markets. We build successful long-term relationships with clients by providing leading industry knowledge, experience, and proven processes.

The IT Helpdesk Technician is responsible for monitoring service desk tickets for accessing ticket urgency, prioritization, and difficulty, provide technical troubleshooting or assign to appropriate technicians or systems experts. 

Essential Functions Include:

• Monitor service desk tickets and respond and answer IT support calls.
• Ask questions to determine nature of problem.
• Respond to service desk tickets, as appropriate.
• Walk user through problem-solving process and follow-up to ensure issue(s) has been resolved.
• Record end user communication in ticket system.
• Identify and suggest possible improvements to end-user support.

Qualified candidates must have:

• Associates degree in Information Technology or Associates degree and at least 2 years technical experience.
• Bachelor’s degree in Computer Science or Information Technology preferred.
• Technical knowledge with Windows 10 and Microsoft Applications.
• Good understanding of computing systems, printers, and mobile devices.
• Ability to diagnose and resolve basic technical issues.
• Excellent written and oral communication skills.
• Strong customer service skills.
• Efficient and quick learner.

• All candidates must be legally eligible to work in the United States. 
• ***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***