IT Helpdesk Technician

Location: Onsite in Sterling, Virginia

Hours: Full-time, Monday – Friday, 9 am – 6 pm Eastern

Company Overview

Medicines are powerful—they can prevent and heal disease, but they can also be costly, ineffective, or even harmful if not prescribed and taken correctly. The team at Mosaic Pharmacy Service is helping people get more from their medicines™.

Mosaic Pharmacy Service is a one-of-a-kind pharmacy experience. The patients don’t come to us, we bring the best pharmacy care to them! This model allows our pharmacy team to do their best work without interruptions and gives our patients the white-glove experience of receiving their meds in our innovative, easy-to-use packaging.

Mosaic Pharmacy Service is a “closed door” pharmacy that provides comprehensive pharmacy care to medically complex and vulnerable seniors, all across the country. We provide a patient-focused, technology-enabled care model in collaboration with health systems, assisted living facilities and health plans. Our goal is to help our patients feel better about the medications they take every day by simplifying medication regimens, improving adherence, and driving positive outcomes. Mosaic is looking for caring, motivated, and creative individuals to join our team for an innovative new career opportunity.

Job Profile

• The IT Help Desk Technician responds to end-user requests for technical assistance by phone, email, IM, or ticketing system. 
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. 
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. 
• Utilizes product information, solutions databases, or generally available information resources to research, troubleshoot, and deliver solutions. 
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. 
• Escalates problems to appropriate levels or teams to achieve issue resolution. 
• Support installs or upgrades of software or devices, set up user profiles, or re-set passwords. 
• Fulfills all service level standards for response time and quality.

Job Responsibilities

• Providing high quality technical support to almost 200 users in various locations. Work will be onsite in Sterling, VA.
• Troubleshoot and resolve Level 1 technical support issues, such as user accounts/access, user systems (laptop/desktop/peripherals), and software (applications and OS).
• Manage user accounts and resource permissions.
• Manage equipment deployment, using automation solutions and methodologies, such as Microsoft Deployment Toolkit, Microsoft Autopilot, Intune, etc.
• Create and maintain documentation such as user guides, knowledge base articles, and IT intranet sites.
• Maintain trouble ticketing system ensuring tickets are responded to in a timely manner.
• Give presentations as needed (e.g., orientation for new hires)
• Assist in the onboarding/offboarding process.

• Good foundational knowledge of technology and a logical thought process to resolve technical issues.
• Strong communication skills with the ability to write clear and concise documentation as well as the ability to train users in various technical topics.
• Familiarity with configuration and functionality of Microsoft Office 365.
• Solid working knowledge in troubleshooting Windows (hardware and software).
• Basic knowledge in troubleshooting printer, network, and systems issues.
• Experience with Windows Server, Windows 10/11, Active Directory, and Microsoft Azure (Entra, Intune) required.
• Ability to sit/stand for extended periods of time. Able to crawl under desks to deploy hardware. Ability to lift 30lbs.
• Enthusiastic and positive attitude.
• Must be able to pass a drug screening.

Education and Experience Requirements

• Associate’s degree in computer technologies, industry standard certifications or relevant experience in a related field
• 1-2 years relevant job experience