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Innovation Associates, Inc. Help Desk Technician - Tier 1 in Indianapolis, Indiana

The Role:

iA is seeking a customer centric, solutions driven, and dedicated Help Desk Technician to help achieve iA’s mission to unleash the full potential of pharmacy. This individual’s main objective will be to provide technical consultation, problem resolution, and support in customer’s network and Pharmacy Management System, using available documentation, acquired knowledge, computer analysis techniques and procedures.

What you’ll do:

This job responsibilities are not totally inclusive of all the job functions required of the Help Desk Technician – Tier 1. An employee assigned to this role may have additional, job-related duties.

Use self-developed, available tools, experience, and judgement to analyze, and determine automation and workflow problems by working with customers and other technical staff to resolve issues.

Identify customer needs while trouble shooting to provide the best possible solution and service to customers serving patients. This could include software and hardware issues or decisions on RMA, part ordering based on customer service and support plan.

Interface with iA’s direct customer, the customer experience program leaders, system managers, field service engineers, manufacturing, and Counting Technology to obtain technical assistance, coordinate return of defective components, coordinate shipment of replacement components and deliver best possible resolutions.

Create and manage customer cases involving iA technology and customer workflows and have awareness of all installed assets, both iA and third-party equipment. Accountable for on time resolutions, escalation rates and adherence to SOPs for consistent support across all iA's customer base.

Essential Functions:
  • Use self-developed, available tools, experience, and judgement, analyzes, and determines if equipment is defective and needs to be returned for service. If defective, issues proper RMA to customer.

  • Consult customers on installation of new/replacement equipment and software upgrades to ensure satisfaction.

  • Interface with iA’s Customer Support, Customer Engineering, and Counting Technology to obtain technical assistance, to coordinate return of defective components and coordinate shipment of replacement components.

  • Record all call related information, performs analysis and reporting as requested in a timely, accurate and concise manner.

  • Drive continuous improvement for all Customer Service implementation and activities while upholding the highest standards of quality and professionalism.

  • Maintain a broad knowledge of computer technology, equipment, and systems.

  • Participate in group, as well as independent projects and performs other duties as assigned.

Who you are:

  • Preferably have or in process of IT A+ and Net+ certifications or Comp TIA certification

  • Hold at least a High School Diploma, and prefer some experience working in a Help Desk or IT capacity

  • Builds strong relationships with customers, internal and external clients with a positive attitude and honest communication

  • A focused individual able work efficiently to log, interpret, record, and investigate customer questions, support needs and other requests

  • Compassionate and honest communicator with fantastic skills in both written and oral communication

  • Ability to understand and work within time and budget constraints

  • Enjoys analyzing and solve problems

  • Detail oriented

  • Excellent customer service skills

  • Associates or Bachelor’s degree in IT is a plus

What are the perks?

  • Generous time off policy that allows you to put your family first

  • Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company

  • Competitive benefits, salary, and tuition reimbursement programs

  • Commitment to professional development and working for a company where your voice is heard

More about iA:

Our Mission: We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support.

Our Products:

  • Software

  • Modular Hardware

  • Sophisticated Counting and Collation Devices

    Our Core Values:

  • Solutions Driven

  • Customer Centric

  • Championing Diversity

  • Empowering Ownership

  • Trust Daringly

    To learn more about iA’s product, people and culture visit us at OR check us out on LinkedIn ( , Facebook ( or Twitter ( !

    iA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

    This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.