Location: Houston, TX

Posted: December 29, 2025

Job Type: Full Time

Req# 2025-5399

IT

Position Summary

The Senior Help Desk Administrator plays a critical role in ensuring smooth IT operations by diagnosing and troubleshooting software and hardware issues, managing user accounts, and maintaining network connectivity. This position provides enterprise-level support, offering exceptional customer service and resolving technical issues efficiently. Through proactive system management and direct communication, the Senior Help Desk Administrator supports Empower's mission of providing innovative, affordable medications by ensuring seamless business technology operations.

Duties and Responsibilities

• Provides enterprise-level assistance in diagnosing and troubleshooting software/hardware issues, helping users install applications, while researching and identifying root causes to independently resolve technical problems.
• Diagnoses and resolves technical issues related to account setup and network configuration, prioritizing and managing multiple open tickets, ensuring all issues are properly logged and followed up for user satisfaction.
• Documents technical knowledge in notes and manuals, escalating unresolved issues to internal teams, making Information Technology (IT) solution recommendations, and maintaining clear communication with users via phone, email, or chat.
• Creates, evaluates, and resolves service tickets from various request sources, tracks calls from initiation to completion using tracking software, and ensures user access to resources such as file storage, email, and business applications.
• Configures, installs, and repairs computers and network peripherals, manages user access to business technology, performs antivirus checks, and provides training and support on software installations, upgrades, and general IT issues.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Knowledge and Skills

• Proficient in Microsoft Operating Systems, anti-virus administration, network infrastructure, and hardware diagnostics, with strong organizational skills and adherence to procedures.
• Must maintain good attendance, work independently, prioritize tasks, meet deadlines, and collaborate effectively with a results-driven mindset.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

Experience and Qualifications

• Minimum of 5 years previous Helpdesk required, field support or telephone support desired.
• Bachelor's degree in Information Technology, Computer Science, or relevant field preferred.

Benefits

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/