Helpdesk Technician

Back to jobs Helpdesk Technician Plano, TX Apply Who We Are: SmithRx is a rapidly growing, venture-backed Health-Tech company.  Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service.  With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country. We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values: Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new. Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always. Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise. Job Summary: As a Helpdesk Technician with SmithRx, you will be responsible for managing internal request tickets in a timely manner while also ensuring a white-glove service experience for our end users, working to continuously seek out opportunities to improve the end user experience. This may include sourcing new technology when appropriate, periodically revisiting established processes to evaluate overall effectiveness and ease of use and/or changing product configurations. This is a full time position out of our Plano office, five days a week, with some option to work from home on occasion. What you will do: Manage Helpdesk tickets in a timely manner Respond to customer issues via Slack, email, and ticketing systems Inventory purchasing and management via Kandji, Intune, Apple, and other solutions Manage and improve onboarding and offboarding workflows Draft, refine, and implement documentation for Helpdesk processes Install, make changes and repair computer hardware and software Become the final escalation point for troubleshooting Identifying areas of improvement within Helpdesk process, suggesting and researching potential solutions Network troubleshooting and management Google Meet room management Basic Jira administration  Okta/Google User Lifecycle management (Onboarding/Offboarding) What you will bring to SmithRx: 3+ years of experience working in a Helpdesk environment or relevant experience 2+ years of experience working in or administering Google Workspace, Okta, Atlassian, Slack, Windows, Intune, Apple devices, and Kandji  Possesses critical thinking and root-cause analysis skills Ability to prioritize and adjust task focus as needed Proficiency with troubleshooting and managing macOS and Windows environments Excellent oral and written communication skills Experience with basic network implementation skills and troubleshooting using current LAN/WAN topologies, protocols Highly organized and detail oriented to keep Helpdesk ticketing in order What SmithRx Offers You:   Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance 3 Weeks Paid Time Off 12 Paid Holidays Paid Parental Leave Benefits Flexible Spending Benefits  401(k) Retirement Savings Program  Short-Term and Long-Term Disability Wellness Benefits Commuter Benefits  Employee Assistance Program (EAP) Well-stocked Kitchen In Office Locations Professional Development and Training Opportunities Apply for this job * indicates a required field First Name * Last Name * Email * Phone * Location (City) * Locate me Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Legal Name * This position requires working out of our Plano, TX office, with some option to work from home on occasion. 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