What are the responsibilities and job description for the IT Support Administrator position at Evolution Research Group?
What is Evolution Research Group?
ERG is a leading U.S. based, privately held, independent clinical research site company, and provider of clinical development services with an expertise in early and late-stage neuroscience drug development. With 21 wholly owned clinical sites and 5 affiliated sites, we conduct in-patient and out-patient phase I-IV clinical research studies. ERG has 340 in-patient beds, a large and growing database of patients suffering from mental illness, neurological disorders, sleep disorders, addictions, Acute and Chronic Pain, diabetes, and other illnesses.
Why join us?
ERG is a reputable, collaborative, Phase I-IV clinical trial company that will guide you in your career. ERG offers career development and encourages employees to achieve their goals. We offer a competitive salary based on experience and a range of benefits including medical, dental, vision, 401k, and PTO.
We are looking for an IT Support Manager nationwide.
Responsibilities:
- Taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Reports directly to the IT Support Manager
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Maintain an inventory of devices
- Ensure that internal IT systems are up to date
- Leverage IT tools to support clinical staff
Skills and Qualifications:
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Education and experience
- BS degree in Information Technology, Computer Science or relevant field or on the job training equivalent
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
- Proven work experience as a Technical Support Tech, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows, Linux, Mac 0S environments
- Experience speaking conversational Spanish is a plus
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Requirements
- Experience with Office 365 use and understanding of O365 and Azure AD management.
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (e.g. Autotask/DattoRMM)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Excellent customer service skills
- Good understanding of computer systems, mobile devices and other tech products
- Excellent communication skills (interpersonal, written, verbal)
- Basic computer skills to include Word, Excel, as well as proprietary applications unique to the clinical research industry (such as Study Manager)
- This job will require availability to include working until but not limited to 5 PM PST to help facilitate needs of on site staff as necessary.
- Reporting to site on occasion to install devices and equipment as needed including running ethernet cables in varied IT closet environments.
- Ability to travel to on site locations in both Arkansas and Texas as required by IT personnel.