Solutions Support Technician

Gravity IT Resources

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Job Title: Solutions Support Technician

Location: Raleigh-Durham, NC

Job-Type: Contract

Referral Fee: $600

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).

Position Overview:

Gravity is looking for a Solutions Support Technician to assist our client’s internal support tier 1 help desk.

The successful candidate will possess 1+ year of experience in a customer facing help desk role. Comprehensive knowledge of password resets, troubleshooting, and Active Directory are also required.

Our client is a leading pharmaceutical solutions company based right outside of Raleigh, NC. Their end goal is to enhance communication between medical professionals and their patients. Through leveraging data, they are able to help patients live an easier life through finding value on the pharmaceutical market, helping communication with their doctor, and providing medical solutions for systems across the country.

Duties & Responsibilities:

· Develop service strategy to mitigate software, hardware, and networking issues

· Troubleshoot and resolve service issues via phone, web, and in-person channels

· Ensure all incidents are resolved against SLAs

· Report on health of the help desk and support using uptime and ticket-related performance metrics 

· Partner with IT and business personnel to discuss the impacts of incidents on products and services

Required Experience & Skills:

· 2+ years of experience in a tier 1 customer service/helpdesk role 

· 2+ years of experience using help desk ticketing software

· 2+ years of experience with incident troubleshooting and escalation 

· 2+ years of experience working in a team-oriented, collaborative environment

· Familiarity with ITILv3 or related service delivery frameworks encouraged

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