Service Desk Specialist I Job at PCI Pharma Services
Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.
We are PCI.
Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.
Summary of Objective:
The role of the Service Desk Specialist is to assist customers with IT applications, products or services remotely. Complex and/or high priority problems are elevated to specialized support groups. This role can be performed from remote locations up to 100% of the time.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential duties and responsibilities include the following but other duties may be assigned.
Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy. Records customer and problem information in PCI's Work Order System. Updates tickets with activities and closes tickets with resolution entered upon completion of the job. Resolves work orders and escalates complex and/or high priority problems to the appropriate support groups for resolution. Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up. Knowledge of and adherence to all PCI, cGMP, GDPR, and GCP policies, procedures, rules. Available to work during assigned business hours, which may include nights, weekends, and overtime. Performs other duties as assigned by Manager, Supervisor, or department lead.
Special Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must be physically capable to perform the duties listed below with or without reasonable accommodations which may be made to enable individuals with disabilities to perform the essential functions
- Stationary Position: 3/4 of the day and up.
- Move, Traverse: None
- Operate, activate, use, prepare, inspect, or place: None
- Install, place, adjust, apply, measure, use, or signal: None.
- Ascend/Descend or Work Atop: None.
- Position self (to) or Move (about or to): None.
- Communicate or exchange information: 3/4 of the day and up.
- Detect, distinguish, or determine: Up to 1/4 of the day.
On an average day, the individual can expect to move and/or transport up to 50 pounds
less than 1/4 of the day.
This position may have the following special vision requirements.
- Close Vision Distance Vision Color Vision Peripheral Vision Depth Perception
- Ability to focus No Special Vision Requirements
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The following are some environmental conditions that one may be exposed to on a daily basis and for various lengths of time.
- Work is primarily performed at a desk and/or in an office environment. for 3/4 of the day and up.
The noise level in the work environment is typically, quiet.
Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required for the stated position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required:
- Associate's Degree in a related field and/or 1-3 years related experience and/or training.
- Basic Mathematical Skills
- Intermediate Computer Skills: Ability to perform more complex computer tasks and has knowledge of various computer programs.
- Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
- High Reasoning: Ability to solve practical problems and deal with a variety of concrete variables in situations where there is only limited standardization. Ability to interpret a variety of instructions that may be provided in various forms.
- Other Required Skills.
Preferred:
- Ability to demonstrate attention to detail.
- Ability to effectively present information to various people as the job requires.
- Ability to display excellent time management skills.
- Ability to identify and resolve problems in a timely manner.
- If other, please type here.
- If other, please type here.
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Equal Employment Opportunity (EEO) Statement:
PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
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