Help Desk Technician I

Why Stokes? 

Stokes Healthcare is a privately-owned business comprised of two divisions: Stokes Pharmacy (503A pharmacy) and Epicur Pharma (503B facility). The two divisions operate out of separate facilities in Mount Laurel, NJ, following different regulations and are guided by different principles.

Stokes Pharmacy was founded in 1975. The pharmacy formulates custom prescription medicines for both humans and animals. The business has grown from a small, hometown operation in Medford, New Jersey, to a respected pharmacy serving the entire U.S., enabled by sophisticated online ordering and overnight shipping capabilities.

In 2016, Stokes Healthcare built a world-class facility (which became Epicur Pharma), as a testament to the commitment to providing the highest level of quality. Adding a unique offering to the veterinary industry, Epicur Pharma is an FDA Registered 503B Outsourcing Facility, producing drugs such as Tacrolimus Eyedrops, Buprenorphine Injection and Gabapentin tablets. Epicur follows Current Good Manufacturing Practices (cGMP) which are the same rules and regulations followed by commercial manufacturers.

Epicur Pharma is proud to be a pioneer in animal drug standards, offering the largest selection of manufactured drugs that are traditionally compounded. Epicur products are distributed directly to veterinary hospitals from our manufacturing facility and offered through Stokes Pharmacy for individual patient prescriptions.

Stokes Healthcare has built a reputation for unwavering quality and superb service by holding fast to the founders’ commitment to traditional craftsmanship, combined with today’s most advanced knowledge and technologies. In a field where many corporate-owned pharmacies try to compete on price, Stokes has always put safety and quality first because patients’ lives depend on it. 

At Stokes, we offer competitive salaries and a comprehensive benefits package that includes medical, dental and vision coverage, life insurance, Health Reimbursement Account, Flexible Spending Account, 401(K) retirement savings plan with a generous employer match, a bonus program, paid holidays, vacation and personal time, and an excellent working environment. We are conveniently located in Mount Laurel, New Jersey, just minutes from Philadelphia and the NJ shore.

Job Title

Help Desk Technician I

Supervisor

Director of Information Technology

FLSA Status

Non-Exempt

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Diagnose and resolve software and hardware incidents across a range of software applications and platforms
• Assist all staff with any logged IT related incident when called upon
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the employee as soon as possible, and escalate incidents to other support members where necessary
• Follow all compliance protocols and regulations (HIPPA, PCI, etc.)
• Accurately record, update and document requests using the IT Help Desk service management system
• Install, configure, and maintain peripheral equipment
• Resolve incidents and upgrade different types of software and hardware
• Resolve incidents with printers, copiers, and scanners
• Maintain a first-class level of service ensuring that all staff are treated efficiently and in an appropriate manner
• Communicate effectively with technical and non-technical staff at all levels in the organization
• Maintain hardware and software latest firmware/updates as required 
• Follow strict change management procedures
• Assist in the creation and maintenance of SOPs and relevant documentation
• Provide departmental operational tasks necessary for streamlined operations

Required Education and Experience

• High School diploma or equivalent
• Intermediate background in current windows desktop operating systems
• Basic end user application/hardware support
• Basic printer installation and networking configuration 
• Basic network application/hardware support
• Basic understanding of service management systems
• Basic understanding of communication and management tools
• Strong verbal and written communication skills
• Must have the ability to communicate with all levels of management
• Must have excellent time management skills
• Must have the ability to work in a fast-paced environment with little assistance
• Solid documentation skills
• Strong mathematical skills are essential
• Must exhibit punctuality and low absenteeism

Competencies

Adaptability/Flexibility

Communication Proficiency

Time Management

Problem Solving/Analysis

Time Management

Supervisory Responsibility

This position has no supervisory responsibilities. 

Work Environment

This job operates primarily in an office environment. This position requires the use of standard office equipment, and frequent standing and walking.

Language Skills

Must be able to read, write, speak and understand English fluently and can read and interpret documents such as operating and maintenance instructions and procedure manuals.

Mathematical Skills

Uses addition, subtraction, multiplication and the division of numbers including decimals and fractions when checking reports, forms, records and comparable data where interpretation is required involving basic skills knowledge.

Reasoning Ability

Must have the ability to solve practical problems and deal with a variety of concrete variables in situations where substantial standardization exists.  Must be able to interpret instructions furnished in written, oral, and diagram or schedule form.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Able to sit and/or stand 8-10 hours or more per day as needed
• May sit, stand, stoop, bend and walk intermittently during the day; may be necessary to work extended hours as needed
• Finger dexterity to operate office equipment required
• Ability to lift up to twenty-five (25) pounds on occasion

Position Type and Expected Hours of Work

This is a full-time position. Because of the nature of the business, work schedules may vary at times.
 

Travel

No travel is expected for this position.

Disclaimer

The above job description is intended to describe the general nature and level of work being performed by employees assigned to this job. It is not designed to capture or illustrate a comprehensive list of all responsibilities, duties, and skills required of employees assigned to this job.

AAP/EEO Statement

Stokes Healthcare is an Equal Employment Opportunity and Affirmative Action Employer.