Responsibility

McKesson, one of the top 10 companies in the Fortune Global 500, touches virtually every aspect of healthcare and strives to make a real difference. We are recognized for our ability to provide knowledge, products, and services that make quality care more accessible and affordable. At McKesson, the health, happiness, and well-being of our people and those we serve are our top priorities—and are very important to us.

What you do at McKesson matters. We foster a culture where you can thrive and make an impact, and where you're encouraged to bring new ideas to the table. Together, we're shaping the future of healthcare for our patients, our communities, and our teams. If you'd like to contribute to the healthcare of tomorrow, we'd love to hear from you.

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.

Senior Associate, Technical Support

About the position

McKesson is seeking a Senior Associate, Technical Support to provide Level 2 technical support for desktop systems, hardware, software, networks, and end-user technologies. In this role, you will troubleshoot complex technical issues, deploy and configure IT equipment, support enterprise technology environments, and deliver a high-quality customer experience. You will collaborate with local teams, remote support groups, and vendors to ensure that technology services remain reliable, secure, and aligned with business needs.

What you will do

• Provide level 2 support for end-user workstations, hardware, software and peripherals.
• Diagnose and resolve problems related to Windows operating systems, equipment, applications, printers, and connectivity.
• Configure, deploy, image and maintain laptops, desktops, mobile devices and related hardware.
• Diagnose network connectivity issues involving Wi-Fi, VPNs, TCP/IP protocol, and enterprise infrastructure.
• Manage incidents and service requests via ITSM/ticket management tools while respecting service level agreements (SLAs).
• Perform hardware replacements, upgrades, system configurations and technology renewal activities.
• Document troubleshooting activities, resolutions, IT asset updates, and support procedures.
• Collaborating with technical teams, suppliers, and company stakeholders to resolve escalated issues and improve the user experience.

Basic requirements

• At least 2 years of experience in office support, on-site support, IT support, help desk or technical support functions.
• Experience in supporting Windows operating systems in a corporate environment.
• Experience in troubleshooting computer hardware, laptops, printers, mobile devices and peripherals.
• Experience in resolving level 2 incidents and managing service requests using ticket management systems.
• Knowledge of network fundamentals, including Wi-Fi, VPNs, TCP/IP, DNS and connectivity troubleshooting.
• Experience in configuring, imaging, deploying and supporting user terminals.
• Excellent customer service, communication and problem-solving skills.
• Ability to work independently while managing multiple priorities and support requests.

Desired skills and experience

• Associate degree in computer science, information technology, computer science or a related field, or equivalent practical experience.
• Experience supporting macOS, iOS, and Android devices.
• Knowledge of endpoint security tools, patch management, antivirus solutions and device compliance practices.
• Experience with Microsoft 365, Active Directory, Azure Active Directory / Entra ID and endpoint management tools.
• Experience in participating in technology deployments, office relocations, site assessments, or infrastructure upgrades.
• Familiarity with ITIL practices and IT service management principles.
• Experience working with third-party suppliers and enterprise support organizations.
• Experience in technology support in the healthcare, distribution, logistics or regulated environments sectors.

Travel, work environment and physical requirements

• Ability to work on-site to support end-user technologies and business operations.
• Flexibility to work occasional overtime or provide support outside normal hours as required by the company.
• Ability to lift and move computer equipment weighing up to 45 lb (approximately 20 kg) .
• Proficient in working in IT equipment storage, preparation and deployment environments.

About the Role

McKesson is seeking Sr. Associate, Technical Support to provide Level 2 technical support for desktop systems, hardware, software, networking, and end-user technology. In this role, you will troubleshoot complex technical issues, deploy and configure IT equipment, support enterprise technology environments, and deliver a high-quality customer experience. You will partner with local teams, remote support groups, and vendors to ensure technology services remain reliable, secure, and aligned with business needs.

What You'll Do

• Provide Level 2 desktop, hardware, software, and peripheral support for end users.
• Troubleshoot and resolve Windows operating system, device, application, printer, and connectivity issues.
• Configure, deploy, image, and maintain laptops, desktops, mobile devices, and related hardware.
• Diagnose network connectivity issues involving Wi-Fi, VPN, TCP/IP, and enterprise infrastructure.
• Manage incidents and service requests through ITSM/ticketing tools while meeting established SLAs.
• Perform hardware replacements, upgrades, system configurations, and technology refresh activities.
• Document troubleshooting activities, resolutions, asset updates, and support procedures.
• Partner with technical teams, vendors, and business stakeholders to resolve escalated issues and improve user experience.

Basic Requirements

• 2+ years of experience in desktop support, field support, IT support, help desk, or technical support roles.
• Experience supporting Windows operating systems in an enterprise environment.
• Experience troubleshooting desktop hardware, laptops, printers, mobile devices, and peripherals.
• Experience with Level 2 incident resolution and service request management using ticketing systems.
• Knowledge of networking fundamentals, including Wi-Fi, VPN, TCP/IP, DNS, and connectivity troubleshooting.
• Experience configuring, imaging, deploying, and supporting endpoint devices.
• Strong customer service, communication, and problem-solving skills.
• Ability to work independently while managing multiple priorities and support requests.

Preferred Skills/Experience

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Experience supporting macOS, iOS, and Android devices.
• Knowledge of endpoint security tools, patch management, antivirus solutions, and device compliance practices.
• Experience with Microsoft 365, Active Directory, Azure Active Directory/Entra ID, and endpoint management tools.
• Experience participating in technology deployments, office moves, site assessments, or infrastructure upgrades.
• Familiarity with ITIL practices and service management principles.
• Experience working with third-party vendors and enterprise support organizations.
• Healthcare, distribution, logistics, or regulated-industry technology support experience.

Travel, Work Environment & Physical Requirements

• Ability to work onsite to support end-user technology and business operations.
• Flexibility to work occasional overtime or after-hours support as business needs require.
• Ability to lift and move IT equipment weighing up to 45 lbs.
• Comfortable working in storage, staging, and equipment deployment environments