IT Support Technician I

at  Henry Schein

What is the
Henry Schein ONE
Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn’t be Global Industry leaders today without all the individual contributions that bring our team together.
Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!
If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!

SPECIFIC KNOWLEDGE & SKILLS:

• Basic level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services of IT related products including but not limited to:
• Hardware for desktops, laptops, and tablets
• Hardware for small business servers
• Microsoft’s currently supported Windows desktop and server operating systems.
• Small business switches, routers, firewalls, and access points
• Peripherals, printers, scanners, displays, and interface devices
• Small business data backup systems, software, and media
• Business productivity software, email, web browsing, security software
• Miscellaneous devices, cabling, memory, storage, add-on components
• Domain, user accounts, software accounts
• Network connectivity and wireless access issues
• Update and patch deployment, virus removal, malicious software removal
• Healthcare related digital technologies, devices, and software preferred
• Strong reading, writing, and typing skills. Excellent communication skills, both verbal and written. Experience with handling multiple phone calls and emails daily. Strong customer service skills and experience.
• Experience with using standard office equipment, business productivity software such as Microsoft Office, Microsoft Outlook, ticketing databases, CRM databases, remote access software, and call center phone systems is typical.

GENERAL SKILLS & COMPETENCIES:

• Strong time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

WORK EXPERIENCE:

Typically 4 or more years of related experience.

PREFERRED EDUCATION:

Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

• Initiate, handle, and resolve phone calls, emails, voicemail, chat, web forms, and in person requests from our customers, field technicians, and field reps regarding IT support issues. Escalate issues when applicable.
• Provide at least a basic level of installation, setup, maintenance, and troubleshooting support services among a wide range of IT related products.
• Provide professional communication, both written and verbal.
• Document all service request information into internal database systems according to stringent guidelines and procedures.
• Participate in company meetings and trainings.
• Participate in special projects and perform other duties as required.