About the job
About AssistRx
AssistRx is a pioneering healthcare technology company dedicated to expediting patient access to critical specialty therapies. Our innovative SaaS platform seamlessly connects pharmaceutical manufacturers, healthcare providers, payers, and patients, eliminating barriers in the therapy initiation process through reliable and secure technology.
Our IT Service Desk is the backbone of our operations, playing a vital role in maintaining team productivity and security in a dynamic, fast-paced work environment.
Position Overview
We are on the lookout for an IT Service Desk Technician II who flourishes in a high-demand, call center-style IT support environment and is passionate about delivering timely and accurate resolutions with a customer-focused approach.
This Tier 2 role is tailored for a seasoned service desk professional who excels in managing an ongoing influx of tickets, calls, and escalations, while also providing mentorship and technical guidance to junior technicians. You will assist a diverse array of technologies and collaborate closely with IT colleagues to ensure issues are resolved within service level agreements (SLAs) and that users receive exceptional support consistently.
If you have extensive experience supporting numerous users, handling a ticket queue, and balancing efficiency with quality communication, we want to hear from you!
Key Responsibilities
- Manage a high volume of incoming IT support requests via ticketing system, phone, and chat in a structured, queue-oriented environment.
- Deliver Tier 2 support for desktop, laptop, application, network, and hardware issues.
- Serve as an escalation point for Tier 1 technicians, providing assistance with complex troubleshooting and resolutions.
- Conduct root cause analysis and ensure comprehensive resolutions—not just temporary fixes.
- Image, deploy, track, and support equipment throughout its lifecycle (onboarding → refresh → offboarding).
- Maintain detailed documentation in the ticketing system to foster knowledge sharing and support audit readiness.
- Assist in training and mentoring junior service desk personnel.
- Contribute to enhancing support processes, workflows, and knowledge articles.
- Support IT initiatives such as hardware refreshes, software rollouts, and internal technology projects.
- Participate in on-call rotations as part of a collaborative support team.
Success Metrics for This Role
- Tickets are resolved in a timely manner and within SLA—even during peak times.
- End users feel valued, supported, and assured in IT services.
- Escalations are managed with professionalism and clarity.
- Documentation is thorough and up to date.

