Service Desk Admin , Hybrid

From intake to outcomes, Care Metx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best‑in‑class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time‑to‑therapy.

Service Desk Admin I (Hybrid)

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. This position is hybrid; some remote and some in office hours are required. The amount of time in the office may increase overtime if in office activities increase.

• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions. Local IT support for remote sites.
• Take lead on IT projects.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Perform employee onboarding IT functions for new employees and contractors including setting up user accounts and computer logins, establishing email addresses, phone system logins, and distributing computer and other equipment. Support the corporate onboarding and orientation processes.
• Responding to queries on the phone, via email, in person, or through remote access.
• Create work instructions. Create technical documentation to include, but not limited to:
  Knowledgebase Articles, Work Instructions and User Guides.
• Call Center/Phone administration and end to end troubleshooting.
• Train computer users. Train users on the use and best practices of using hardware and software.
• Order hardware and Software. Order and receive hardware to corporate offices or employees home offices.
• Maintain daily performance of computer systems. (patches, virus protection, performance).
• Respond to helpdesk tickets for customers seeking help. Manage service desk tickets through the ticket life cycle.
• Ask questions to determine the nature of the problem.
• Walk customer through problem-solving process. Work with hardware and software vendors on troubleshooting end point system issues.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Collaborate with IT Systems Engineers on projects and managing corporate system
• Install computer peripherals for users.
• Follow up with customers to ensure the issue has been resolved and update customer status and information.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Direct unresolved issues to the next level of support personnel
• Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
• Performs other related duties as assigned.

• Associate degree in computer science/MIS or a similar technical field is preferred.
• 3+ years’ experience providing end‑user support for PC desktop and application software and installing, upgrading, troubleshooting and repairing personal computers.
• 2 days minimum in office required.

• Ability to administer and support all versions of Microsoft Desktop OS and support a wide variety of end user hardware and peripherals.
• Project Management.
• Detail oriented with excellent technical, verbal, and written communication skills.
• Strong problem‑solving skills.
• Ability to work well…