• Lead Help Desk Analyst

    Job Location US-NJ-Springfield
    Requisition ID
    Position Category
    Position Type
    Full-Time (30+ hours/week)
  • Overview

    Great new Career Opportunity in Long-Term Care Pharmacy!


    Now Hiring - Lead Help Desk Analyst - Springfield, NJ.


    Hours: Monday - Friday


    Partners Pharmacy - Our mission is to define excellence within the health care community. We are dedicated to inspiring people to live better lives through innovative health and wellness programs, products and services. We treat residents, their families and each other with respect, dignity and compassion. Through a collaborative and consultative approach, we strive to provide a framework of strength and stability for our patients, families and associates. We work to maintain the highest standards of care and service for our patients, families and valued employees.


    We are proud to Offer:

    • Competitive Salaries
    • Comprehensive Healthcare Benefits
    • 401(k) Retirement Plan
    • Paid Time Off
    • Opportunities to advance and grow your career
    • And More!

    If working with people who are dedicated, compassionate, and concerned about their patients is essential to you, then you'll appreciate being a part of our team. We've built a strong reputation on the outstanding level of care that we provide.


    Partners Pharmacy is an Equal Opportunity Employer



    The Lead Helpdesk Analyst is responsible for, ensuring that the helpdesk is executing at all times while providing prompt and excellent customer service. This position will also take the lead in special projects and assignments as well as provide scheduling, training and mentoring to other analysts.


    Essential Duties and Responsibilities:

    1. Lead the support analysts and serve as an escalation point for the team.
    2. Daily review of open tickets to ensure proper classification and timely responses.
    3. Monitor incidents and identify any systematic patterns which may require additional actions.
    4. Coordinate departmental schedule and on-call coverage.
    5. Responsible for training and mentoring junior staff.
    6. Assist in the development and documentation of team policies and procedures.
    7. Identify, research and resolve technical problems related to all required applications.
    8. Troubleshoot & perform hardware/software repairs of PC's, laptops, printers and mobile devices.
    9. Perform user account administration. Manage and maintain the firms' distribution lists.
    10. Must be available for on-call support after regular business hours and weekends if needed.
    11. Perform departmental cross training to ensure proper IT coverage as needed.
    12. Assist in IT department administrative duties as necessary



    Bachelor's Degree in a related field


    Professional Experience:

    • 3+ years of customer facing technical support experience
    • Extensive knowledge with Windows Operating Systems in a network and desktop environment
    • Extensive experience with desktop hardware, software applications, operating systems and network connectivity
    • Strong knowledge of Microsoft Office, Help Desk Software and Remote Access tools
    • Knowledge of FrameworkLTC and Docutrack, a plus



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