RITE AID · 9 hours ago

Tier 3 IT Help Desk, Remote Tech Service

Yocumtown, PA

Full-time

Remote

Mid Level

$20/hr - $30.50/hr

3+ years exp

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MedicalPharmaceutical

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Responsibilities

Understand complex troubleshooting and resolve assigned front-end and pharmacy problems within the specified timeframe, including start-overs, system recovery, Script-pro central drives, failovers/failbacks, basic and in-depth financials, drive installs, local mode and overnight failures.

Detail all actions taken and maintain progress reports within the current problem-tracking application.

Answer incoming calls and thoroughly detail the issue in the problem-tracking application.

Escalate problem calls when necessary or request guidance when obstacles prevent timely resolution.

Keep lead support representatives, FSS supervisors, and store associates/ management up to date regarding company-wide issues and resolutions.

Develop and accurately utilize Problem Diagnosis Resolution (PDR) documentation.

Assist with mentoring subordinate Field Systems Support (FSS) associates, offer guidance or assistance whenever necessary.

Track problem resolution when dispatching a third-party vendor to complete on-site repairs.

Provide on-the-job and/or classroom training to associates.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Retail systems supportProblem-tracking applicationProblem Diagnosis Resolution (PDR)Mentoring