What are the responsibilities and job description for the Technical Support Technician position at American Associated Pharmacies (AAP)?
Are you ready to join an enthusiastic team of professionals working to support community pharmacies across the country? American Associated Pharmacies (AAP) is one of the largest independent pharmacy cooperatives in the United States. Along with its distribution subsidiary, API Warehouse, the company supports thousands of independent pharmacy owners, helping them thrive in a competitive healthcare market.
AAP is currently looking for a Technical Support Technician to join our team.
Position: Technical Support Technician
Job Location: Onsite - Scottsboro, AL
Required Availability: Monday - Friday, 8:00 a.m. - 5:00 p.m., with the availability to assist after-hours/weekends in the case of an emergency
Position Type: Non-Exempt
Responsibilities:
- Serve as the first point of contact for AAP and API staff seeking technical assistance.
- Answer calls and respond to cases via all origins (email, chat, issue ticket etc.) while delighting AAP and API staff with a friendly and helpful experience.
- Diagnose and troubleshoot issues with computer systems, including hardware and software, email, network, and peripheral equipment for local and remote staff using internal and external documentation and resources.
- Utilize help desk system to log, prioritize and document on submitted issues, including updates and closure details.
- Escalate unresolved issues to Tier 2, as well as set expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
- Stay up to date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.
- Assist in building a knowledge base of documentation and other standard operating procedures (SOPs).
- All other duties, as assigned.
Requirements:
- Enjoys troubleshooting and problem-solving analytically.
- Understand end-user needs and ensure clarity on the status of technical issues.
- An excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in person interactions.
- Patience, a service-oriented attitude, and the ability to translate complex technical terms into terms easily understood by colleagues.
- A motivated self-starter who thrives on prioritization and follow-through.
- Associate’s degree or 1-2 years of helpdesk work experience, preferred.
Technical Requirements:
Experience with the following is preferred:
- Windows 10/11 desktop
- Office 365 Suite, including Dynamics 365
- Zoom
- Basic networking troubleshooting, wired and wireless
- Adobe
- Jira Service Management
- Fortinet experience (Fortigate, FortiToken, FortiAuthentication, FortiEMS, etc.)
- Remote troubleshooting