Description:
The IT Support Specialist (Tier 1) plays a critical role in supporting Fuze Health’s pharmacy operations and corporate users. This position provides a blend of remote troubleshooting and regular onsite support for pharmacy locations in the region. You’ll assist pharmacists, pharmacy technicians, and corporate employees with day-to-day technology issues, while also supporting hardware deployments, IT projects, and emergency response activities. This is a high-impact, customer-facing role in a fast-paced operational environment where reliability, communication, and follow-through are key.
Key Responsibilities
Pharmacy Support (Primary Focus)
- Provide remote Tier 1 troubleshooting for:
- Printer failures (label, thermal, back-tag, shipping)
- Desktop work stations
- Scanners, webcams, and pharmacy peripherals
- Other various in pharmacy technology
- Perform onsite pharmacy visits regularly for:
- Hardware replacements
- Printer setup and swaps
- New fill/pack station installations
- IT project support (network refreshes, sensor installs, workstation upgrades)
- Emergencies impacting pharmacy operations or throughput
- Coordinate with Network, Systems, and Facilities teams during onsite work.
- Provide Tier 1 support for:
- Google Workspace (Gmail, Drive, Meet, Groups)
- Okta SSO, MFA, and FastPass
- Slack
- Telephony Systems
- macOS and Windows laptop issues
- Assist with new hire onboarding tasks (device setup, account creation).
- Support offboarding processes and device collection.
General Responsibilities
- Work tickets within the Jira Service Management queue.
- Maintain exceptional communication and customer service.
- Document troubleshooting steps and create simple user guides when needed.
- Participate in occasional after-hours maintenance or emergency support.
- Collaborate closely with pharmacy leadership and IT peers across Fuze Health.
Minimum Qualifications
- 3+ years of IT Helpdesk or Desktop Support experience.
- Strong customer service, communication, and problem-solving skills.
- Experience supporting distributed operational environments (retail, healthcare, pharmacy, etc.).
- Proficiency in:
- Google Workspace
- Okta (SSO, MFA)
- Slack
- macOS / Windows
- Printers and peripheral hardware
- Ability to travel regularly between nearby pharmacy sites.
Preferred Qualifications
- Experience with Kandji, Jamf, or Intune.
- Familiarity with Meraki networking and basic LAN/WiFi troubleshooting.
- Jira Service Management experience.
- Experience in healthcare, pharmacy, or high-volume operational settings.