Help Desk Specialist

Job Title: Help Desk Specialist
Job Function: Provide technical support and incident resolution
Job Type: Direct Placement
Location: On Site Guaynabo, PR

About RCM:

RCM IT & Life Sciences is a leading provider of IT Business Solutions and Engineering Services to over 1,000 clients in the commercial and government sectors. RCM partners with clients to define implement and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.

Scope of Job

RCM is looking for a Help Desk Support Specialist for our Puerto Rico's largest network of pharmacies client. This is to provide technical support and incident resolution to the client community to ensure excellent customer service and optimum job efficiency and productivity.

Primary Responsibilities

• Provide support to end-users in the use of existing and new technologies hardware and software
• Coordinate activities with 3 rd party provider(s)
• Support a broad range of requests ranging from simple 1 st level desktop support to more complex security initiatives
• Assist end-users with installation configuration and troubleshooting of hardware and software, as required
• Respond to access requests
• Perform new user setups and configurations, for custom installs
• Process inbound requests to the Helpdesk promptly according to established SLAs.
• Maintain accurate and complete records of incidents and requests received.
• Escalate incidents and requests as needed
• Responsible for tracking and auditing end-user hardware and software licensing
• Adhere to established SOX's best practices and policies.
• The capability of building and setting up user workstations performing desktop and laptop repairs configuring and troubleshooting printers and other hardware devices
• Provide Software Installation, Updates, Removal, and Troubleshooting;
• Provide Computer hardware deployment, installation, upgrade, troubleshooting, and decommissioning;
• User account creation, termination, and assignment of permissions following prescribed policies and procedures;
• Manage the inventory of software and hardware materials;
• Working and configuring the Windows image server;
• Prepare, configure, and deploy desktop computer systems, related peripherals, and hardware including system imaging of desktop computers using existing procedures;
• Work with vendors when necessary to resolve technical problems with hardware and software;
• Document all changes, troubleshooting steps, resolutions, and request elevations

• Experience working with and troubleshooting various operating systems, hardware configurations, and software applications.
• Must be detail-oriented, accurate and well organized.
• Excellent oral and written communication skills, interpersonal and organizational are required.
• Ability to work independently and efficiently to meet deadlines and established response times is essential.
• Ability to establish and maintain a good working relationship with other professionals in order to provide support and resolve issues is a must.
• Must be able to remain flexible with changes in priorities for various task and project assignments.
• Consistently at work and on-time
• Proficient analytical problem isolation and troubleshooting skills
• Experienced in a Ticketing system is desired.
• Excellent customer service skills great phone etiquette and outstanding verbal and written communication skills
• Patience and the ability to multi-task and work under pressure while maintaining a professional demeanor
• Experience using computer imaging solutions

• BS in Computer Science, or equivalent IT work with 3-5 years of experience in Helpdesk environment.
• Microsoft MCSA or A+ and enrollment in IT related courses with an accredited college or technical school Preferred

Equal Opportunity Statement

RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Disclaimer

This job description is intended to describe the general nature and the level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

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