ITS Help Desk Specialist II

Job Summary

Provides help desk support for software systems as instructed by the Help Desk Manager to support employees of PAI Pharma and its affiliate companies in multiple locations. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential duties and responsibilities.

Essential Duties And Responsibilities

• Serve as the primary point of contact for resolving user issues, including password resets, software installations, and basic network troubleshooting.
• Aid the Help Desk Manager as required.
• Perform daily reviews of data backups and archives.
• Aid as a secondary or backup resource for ITS Service Desk/ticketing functions, such as assigning help desk tickets and coordinating resources.
• Assist in developing and revising standard operating procedures as needed.
• Ensure successful implementation dates are met.
• Support standardization of help desk support processes across all PAI locations.
• Travel as needed to support departments / locations.
• Aid in writing and analyzing technical documentation.
• Assist on assigned projects as team member and liaison between the internal ITS team and other departments, vendors, etc.
• Maintain accountability for the compliance, accuracy, and timeliness of assigned responsibilities and work.
• Perform other duties as assigned.
• Travel as needed to assist with departmental and business needs.

Education And/Or Experience

A Bachelor’s degree in Information Systems or Computer Science field(s) and 3 years of work experience. Or an equivalent combination of education and experience. Microsoft Software Package experience required. Understanding of network infrastructure operation. Knowledge, Skills & Abilities This position requires the individual be organized, detail-oriented, and self-motivated. Standard office equipment is used. Detailed, critical thinking skills.

Physical Requirements/Working Conditions

The physical requirements and working conditions listed for this job are representative of those required on the job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential duties and responsibilities. Computer keyboarding, computer monitor and mouse use including reaching forward, grasping, finger and wrist manipulations, and neck bending and turning: near vision is necessary for computer monitor use. Frequently required to stand, sit, walk, talk and hear, occasionally required to reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl. Lifting and/to move up to 50lbs.

Specific Vision Abilities Required

Close vision, and color vision.

PAI is an Equal Opportunity Employer. PAI uses E-Verify. EEO Employer / Veteran / Disabled.