Help Desk Technician 1

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.

The Help Desk Technician 1 will provide Tier 1 support to our customers via phone, email and computer chat. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control. In this role, you will work collaboratively with internal IT and business users to ensure that user and clients have the best possible experience interacting with IT on a support level. 

• Provides prompt technical assistance and support for incoming queries and issues related to computer systems, software and hardware.
• Respond to queries either in person or over the phone.
• Develop and maintain training manuals.
• Train computer users.
• Maintain daily performance of computer systems.
• Investigate questions to determine nature of problem.
• Assist with customer problem-solving process.
• Install, modify and repair computer hardware and software.
• Clean up and maintenance of computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Communicates issues and recommends solutions to supervisor.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• Reacts positively to change and performs other duties as assigned.
• Strong desire to excel and achieve results.
• Ability to work effectively independently and with senior management and other team members.
• Ability to organize and complete work in a timely manner.
• Strong customer service skills required.
• Must be self-motivated.
• Must be able to work individually with little supervision.
• Strong communication skills, both written and verbal.
• Work closely with the infrastructure team to ensure tickets are logged and completed in a timely manner
• Utilize Valeris’ values as the driving force behind the team’s success
• On time adherence to training deadlines for all corporate policies and procedures
• Ensure all SOPs are followed with consistency
• Perform additional tasks or projects as assigned

• 4-yr college degree in Computer Science, Information Systems or another related field strongly preferred
• 1+ years of experience and industry knowledge strongly preferred
• Working knowledge in the use of Jira or other Agile tools 
• Solid analytical and troubleshooting skills and a thorough approach to problem solving. 
• Able to read, write and interpret technical documents. 
• Excellent communication (both written and verbal) and interpersonal skills.
• This is an office-based position, the ability to sit for extended periods of time is necessary.
• Although very minimal, flexibility to travel as needed is preferred.