Position:
Help Desk Technician 1
Location:
Jeffersonville, IN
Job Id:
633
# of Openings:
0
Job Title:
Tier 1 Help Desk Technician
Location:
Jeffersonville, IN (Onsite)
Work Schedule: 11:00 AM – 8:00 PM (Closing Availability Required)
Reports To:
IT ServiceDesk Supervisor
Our Company:
PharmaCord is a leading provider in pharmaceutical patient support services. Our services are sponsored by our pharmaceutical company clients. Together, we are committed to compassionately providing patients with support services during their journey on therapy.
We deliver our services through our talented team of benefit specialists, nurses, pharmacists, case managers, pharmacy techs, program managers, and other incredibly talented team members who are supported by world-class proprietary technology systems developed internally by our team of engineers, system architects, coding professionals and data scientists.
We are PharmaCord, a purpose-driven organization on a rapid growth journey.
Our Team:
Our team is highly motivated and passionate about providing the highest quality customer support to our patients. We look for individuals interested in growing with our company and working in an exciting, open and collegial work environment. We seek problem solvers who are compassionate, have high integrity and demonstrate grit. Our colleagues are enthusiastic team members who love what they do and are passionate about making a difference through their work. We take initiative, exhibit pride in our accomplishments, and are trusted to work independently while collaborating to share ideas, support, and resources.
The Tier 1 Help Desk Technician provides first-line support to internal users by responding to technical queries related to software, hardware, and network issues. This individual will serve as a critical point of contact for issue resolution, documentation, and user training while ensuring an excellent standard of customer service.
Key Responsibilities:
Technical Support & Troubleshooting
- Provide timely technical assistance and support for incoming service requests involving systems, software, hardware, and peripherals.
- Diagnose and resolve technical issues related to workstations, laptops, printers, applications, and network connectivity (LAN/WAN).
- Install, configure, and repair computer hardware, software, and peripherals.
- Run diagnostic programs and tools to resolve user issues.
- Maintain the daily performance and usability of technology systems.
- Utilize ServiceDesk Plus, ServiceNow, Jira, or similar tools for issue tracking and documentation.
- Log, prioritize, and follow up on tickets to ensure timely resolution in coordination with the infrastructure team.
User Support & Training
- Respond to users via phone, email, or in person, providing clear and professional communication.
- Train users on system functionality, best practices, and company-supported software.
- Create and maintain end-user training manuals and documentation.
- Follow up with users to confirm resolution and satisfaction.
Administrative & Compliance Responsibilities
- Maintain clear and thorough records of all support cases and troubleshooting steps.
- Ensure adherence to HIPAA, PHI, and other compliance policies.
- Support ongoing compliance initiatives, including completing required training and reporting violations.
- Maintain confidentiality of sensitive information and data.
Other Responsibilities
- Maintain and clean computer hardware as needed.
- Perform occasional travel to other office locations (minimal travel required).
- Adapt positively to change and take on additional tasks as assigned.
- Work from the Jeffersonville, IN, office location; toll reimbursement provided for frequent users (after 40 trips/month).
- Sitting for extended periods while performing desk-based tasks.
Required Skills & Qualifications:
- Strong customer service orientation with excellent interpersonal skills.
- Excellent written and verbal communication skills.
- Able to read, write, and interpret technical documentation clearly.
- Solid analytical and troubleshooting skills with a methodical approach to problem-solving.
- Familiarity with IT support tools such as ServiceDesk Plus, ServiceNow, Jira, or other Agile software.
- Must be self-motivated and capable of working independently with minimal supervision.
- We are located in Jeffersonville, IN. You must be willing to work in this location; PharmaCord does reimburse for tolls if applicable, at the frequent user rate. This rate is applied after 40 trips per month (valued at $678.60 per year)
- Comfortable working a closing shift (11 am – 8 pm).
Preferred Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, or a related field (strongly preferred).
- 2+ years of relevant experience in an IT support/helpdesk role.
- Industry certifications such as CompTIA A+, Network+, or similar are a plus.
- Experience working in healthcare or regulated environments is advantageous.
Physical Demands & Work Environment:
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel, and reach with hands and arms. Must be able to type 35 WPM with 97% accuracy and regularly lift up to 50 lbs while unloading equipment and moving hardware.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
Once you land this position, you’ll get to enjoy:
Our Benefits & Perks
- Affordable Medical, Dental, and Vision benefits with no premium increases in 4 years
- 401(k) company match
- Wellness discounts on health premium
- HSA employer contribution
- Company paid Short-term Disability (STD)
- Company paid and voluntary Life Insurance options
- Voluntary Life, AD&D and Long-Term Disability Insurances
- Paid Parental Leave of Absence
- Wellness and Employee Assistance Programs
- PTO benefits, flex days and paid holidays
- Employee Referral Program
- Ambassador Program
- Tuition reimbursement program
- And more
A Career You'll Love
- Working for PharmaCord - voted Best Places to Work in Kentucky for 2019 and 2021.
- Voted Best Companies for Employee Happiness, Best Companies for Women and Culture by Comparably in 2023.
- Work for a company that values diversity and makes deliberate efforts to create in inclusive workplace.
- Opportunities for advancement with a company that supports personal and professional growth.
- Playing a crucial part in the lives of our patients, physicians, and pharmacies by enhancing the patient services experience.
Any offer of employment is contingent on the completion of a background check to company standard. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.At PharmaCord, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community.
PharmaCord is proud to be an equal opportunity employer.
Want to learn more about us? Find us on LinkedIn, Glassdoor, Twitter & Facebook!
Important Notice
Due to an increase in hiring scams, please be aware that if you are selected to move forward in our hiring process, a member of our Talent Acquisition team will contact you directly using an official @pharmacord.com and/or @echo.newtonsoftware.com email address regarding next steps in our interview process.
Please Note:
- PharmaCord will never use Microsoft Teams to reach out to candidates for interview scheduling. However, video interviews are typically conducted via Microsoft Teams. Official meeting links will always be sent from an @pharmacord.com or @echo.newtownsoftware.com email address, or through our scheduling platform, Calendly.
- We will never request your bank account information at any stage of the hiring process.
- We will never send a check (electronic or physical) to purchase home office equipment.
If you receive any suspicious communication regarding employment with PharmaCord, please report it to our Talent Acquisition team immediately at
careers@pharmacord.com
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