IT Support Engineer
Somerville, MA

Job Description

PillPack's mission is to deliver the right medications to our customers at the right times without the complexity and frustration of the traditional healthcare system. We are looking for an experienced Support Engineer to join our growing IT team. You will provide quality technical support to internal customers through one or all available channels, meeting or exceeding their expectations at every opportunity.

As an IT Support Engineer you will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated the ability to maintain high levels of productivity with minimal supervision. This team provides remote and in-person support for PillPack employees with responsibilities including but not limited to: troubleshooting and resolving single customer issues with Windows, Mac, Microsoft Office, VPN, Mobile device management, cloud based services and permission access.

Core Responsibilities

* Provide remote or in person support for desktops, laptops, printers, peripherals and other computer related devices
* Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents and requests
* Troubleshoot and resolve system hardware and software problems
* Maintain standards of information security both physically and technically
* Participate in ongoing maintenance of process improvements, ticket reconciliation, team cross-training and education
* Creation/maintenance of user accounts
* Hardware provisioning and refreshing

Minimum Qualifications

* Excellent verbal and written communication skills. This includes the ability to explain technical terminology to non-technical end users
* Must possess a keen attention to detail
* Outstanding customer service mindset
* Demonstrated ability to troubleshoot Windows, MacOS, iOS, Android, MS Office, account permissions, and networking issues
* Strong knowledge of Mobile Phones, VPN, and Active Directory
* Dedication to and strong aptitude for troubleshooting technical problems
* Strong documentation and communication skills
* Extensive hardware and software troubleshooting experience

Preferred Qualifications for this role:

* Prior experience in a Corporate Help Desk environment, healthcare setting a plus
* Technical knowledge of distribution/fulfillment center processes
* Experience in Google Administration
* Bachelor's degree in IT, Computer Science, or a related field
* Strong experience working with and supporting Audio-Visual hardware and software
* Experience with multiple cloud based services and systems

U.S. Equal Employment Opportunity / Affirmative Action Information

Individuals seeking employment at PillPack are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.