Help Desk Analyst

InspiriTec is hiring a Help Desk Support Analyst for the Pennsylvania Medical Marijuana Help Desk program. This full-time hybrid role combines phone support with access to a knowledgebase and a web-based ticketing system. You will assist patients or caregivers who reach out with technical concerns, helping guide them to the right solutions and documenting what you do along the way.

Location: Philadelphia, PA (hybrid). Office locations are available in downtown Philadelphia and Wyomissing, PA, with work from home options for evening shifts.

Compensation: $17.00/hour.

Schedule and shift options

• 7:00 AM - 3:30 PM, Monday through Friday (with weekend availability).
• 12:30 PM - 9:00 PM, Monday through Friday (with weekend availability).

This is a 40 hours per week position. The schedules run Monday through Sunday, with two days off during the week. Contract hours of operation are 7:00am - 9:00pm, with weekend coverage as applicable.

What you will do

• Diagnose caller issues received through the Medical Marijuana Help Desk phone line.
• Use the knowledgebase and other available resources to provide solutions or recommended next steps.
• Document calls, including the steps taken, in a web-based ticketing system.
• Complete other duties as assigned.

What you bring

• A friendly, professional phone presence.
• Empathy and a helpful attitude when supporting patients or caregivers.
• A clear speaking voice and fluency in English.
• Aptitude for computer and web applications.
• The ability to adapt to frequently changing processes and resources.
• Ability to comply with the Federal Vaccine mandate.

Tools you will use

• Knowledgebase
• Web-based ticketing system