Senior IT Support Specialist

The Senior IT Site Service Specialist is the accountable IT staff member for Parexel’s Early Phase clinics. This role will be critical to ensuring our clinics always remain in good technical standing, therefore ensuring patient safety throughout Early Phase trials.

The Senior IT Site Service Specialist has accountability for making sure all IT services provided are of adequate quality, performance and stability, including systems, software, infrastructure, networking, and workstation components.

The Senior IT Site Service Specialist will act as a central point of contact for local early phase staff for all issues, irrespective of the various IT groups servicing the higher-level service desk tickets and will chase down these tickets on behalf of users.

Over time the Senior IT Site Service Specialist is expected to self-resolve a growing portion of issues across systems, software, infrastructure, and workstation components, as experience, mentoring and training are provided.

Key Accountabilities: The Senior IT Site Service Specialist has accountability for making sure all IT services provided are of adequate quality, performance and stability, including systems, software, infrastructure, networking, and workstation components. Provide technical consulting and on the ground support to resolve complex technical problems across systems, software, infrastructure, and workstation components. Distribute service tasks to Parexel IT organizations, follow up until problem solved. Initiate an escalation process when needed and track progress. Be the key communication point for the EPCU to ensure alignment on ticket resolution, planned downtime, and capturing any pain points or technical maintenance needs at the clinic across systems, software, infrastructure, and workstation components. Work with business groups and technical teams to determine technical solutions to meet business needs. Collect, maintain, monitor, and communicate metrics regarding EPCUs IT performance. Contribute to the development of EPCU support policies and procedures, as appropriate. Additional projects or tasks as assigned by Management. QualificationsSkills: Excellent interpersonal, verbal, and written communication skills. Excellent troubleshooting and problem-solving skills with all around support capabilities (end user computing, infrastructure, networking, etc.) Excellent customer service skills. A flexible attitude with respect to work assignments and new learning. Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail. Interest to work in a progressive clinical science/medicine area. Willingness to work in a matrix environment and within flexible times when needed. Generalist capability, interested to work across systems, software, infrastructure, and workstation components. Knowledge and Experience: Experience supporting hospitals or other medical facilities, understanding the urgency tied to these business-critical systems and patients (experience in early phase clinics a plus) Interests to work in a progressive clinical science/medicine area. Experience in systems support and operations, including (W)LAN administration, PC and User support. Experience is required in one or more of the following areas: Hardware (Intel-based equipment), Software (Windows PC based operating systems and applications); Networking, and others. Experience in standard IP-based networking topologies, networking infrastructure hardware and exposure to network standards, and network protocols. Education: College degree in a relevant technical area (Electrical Engineering, Information Systems, Computer Sciences, Computer Engineering) preferred or technical training certificate and equivalent experience .Note; There will be on-call duties associated with this position