Technical Support Engineer
Job Description
7,000 Diseases - 500 Treatments - 1 Rare Pharmacy
PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.
If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.
We are seeking team members who:
Are inspired and compassionate problem solvers;
Produce high quality work;
Thrive in the excitement of the ever-challenging environment of modern medicine; and
Are committed to achieving superior health outcomes for people living with rare and devastating diseases.
At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.
Join the PANTHERx team, and define your own RxARE future in healthcare!
Support Engineer
Location: Collierville/Memphis, TN (Onsite)
Classification: Exempt
Status: Full-Time
Reports to: Manager, IT Support and Operations
Purpose
PANTHERx Rare is seeking a Support Engineer to serve as a dedicated onsite IT resource at our Collierville, TN pharmacy location. This is a hands-on, floor-level role responsible for providing Tier 1 and Tier 2 technical support to end users across the site, working closely with the onsite IT team to ensure reliable day-to-day technology operations. The Support Engineer is a key point of contact for technology issues at the site and plays an important role in keeping operations running without interruption.
This role reports to the Manager of IT Support and Operations and collaborates with the broader PANTHERx IT organization to deliver consistent, high-quality support across the enterprise.
Responsibilities
Onsite Technical Support
- Provide Tier 1 and Tier 2 technical support for end users onsite, including troubleshooting hardware, software, and connectivity issues in a timely manner.
- Support and maintain Windows OS, Microsoft 365, and Azure-based environments for end users.
- Troubleshoot and resolve issues with workstations, printers, copiers, scanning devices, and other peripheral hardware.
- Support basic network connectivity issues at the workstation level, including wired and wireless troubleshooting.
Operational Continuity
- Utilize IT service management and ticketing platforms to log, track, and resolve incidents and service requests.
- Contribute to knowledge base documentation and runbooks to support consistent service delivery.
- Perform routine preventive maintenance and hardware checks to identify and address recurring issues before they escalate.
Escalation & Collaboration
- Collaborate with IT team members across sites to accomplish departmental goals and maintain service standards.
- Coordinate with operational leadership to understand daily priorities and proactively align IT support with site needs.
- Triage complex issues and escalate to appropriate engineering or infrastructure teams using established escalation pathways.
- Deliver outstanding customer service and maintain a professional, customer-first approach to all support interactions.
Required Qualifications
- 3+ years of experience in an IT support, helpdesk, or field technician role.
- Strong proficiency in Windows OS, Microsoft 365, and Azure environments.
- Hands-on experience troubleshooting and supporting workstations, printers, copiers, and scanning hardware.
- Solid understanding of basic network connectivity troubleshooting at the workstation level.
- Familiarity with IT service management and ticketing platforms.
- Excellent troubleshooting and problem-solving skills with the ability to work independently with minimal supervision.
- Outstanding customer service and communication skills.
- Located in or willing to commute to the Collierville/Memphis, TN area.
Preferred Qualifications
- Prior experience supporting a pharmacy, healthcare, warehouse, or fulfillment center environment.
- Experience supporting hybrid or remote user environments.
- CompTIA A+, Network+, or similar certifications.
- Familiarity with monitoring or alerting tools used in enterprise IT environments.
Work Environment
This position is fully onsite at the PANTHERx Collierville, TN location. Standard hours are Monday through Friday, 8:00 AM – 5:00 PM CST, with on-call availability required for nights and weekends on a rotating or as-needed basis. This role routinely uses standard office equipment including computers, phones, printers, scanners, and communications via MS Teams.
Physical Demands
While performing the duties of this job, the employee is regularly required to sit, see, talk or hear. The employee frequently is required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms. Visual acuity is necessary for tasks such as reading and working with various forms of data on a screen. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Benefits:
Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees. Of course we offer paid holidays too!
Equal Opportunity:
PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.