This position is a primary point of contact that provides troubleshooting for eScreen drug testing hardware and software. It monitors and responds to technical support calls from drug testing clinics nationwide to assist with hardware and software systems setup and/or support.  Assists in the troubleshooting and resolution of hardware and software issues, initiates component exchange when required and documents call detail in the eScreen call tracking system. This also includes monitoring a Service Desk queue for support.  

ESSENTIAL DUTIES AND RESPONSIBILITIES - (KEY ACTIVITIES)

Guide high volume of end users through hardware setup processes and troubleshooting for these items: eReader+, printer, ePads.

Use the eScreen call tracking system to fully document and log all technical support events, inquiries, and resolutions.

Monitor electronic service desk queue, including tickets from internal users regarding IT related issues that drug testing clinics are having regarding eReader+, Printer, and ePad issues.

EDUCATION / EXPERIENCE

College Degree or equivalent

One year related experience and/or training;

Equivalent combination of education and experience.

Windows 7, 8.1, and 10 experience required.

Experience with FDA requirements in a medical device manufacturing and software environment is desirable.

Understanding of basic PC configurations, software systems, and networking technologies is required.

KNOWLEDGE

Positive Customer Service attitude

Strong analytical and end user communication skills highly desirable.

CERTIFICATES, LICENSES, REGISTRATIONS

Microsoft A+ Certification is desired, but not required.

PHYSICAL REQUIREMENTS

Ability to lift technical equipment such as computers and monitors is required