Evolution Research Group
IT Support Administrator
Evolution Research Group, Hialeah, Florida, United States, 33014
Job Details
Job LocationLOC003 CPMI Clinical Pharmacology Miami - Hialeah, FL
IT Support Administrator
Title: Bilingual Spanish IT Support Administrator
Location:
Onsite CPMI-Hialeah (North Miami), FL
About us:
ERG is a leading U.S. based, privately held, independent clinical research site company, and provider of clinical development services with expertise in early and late-stage neuroscience drug development. With 20 wholly owned clinical sites and 4 affiliated sites, we conduct in-patient and out-patient phase I-IV clinical research studies. ERG has 400+ 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 as well as normal healthy volunteers who participate in trials for the advancement of medicine. With access to over 32 million patients/subjects and 5000 + completed trials, ERG continues to grow its capabilities and expand into indications where there are tremendous unmet medical needs in the United States and globally.
Job Description:
The IT Support Administrator is responsible for all levels of IT support within Clinical Pharmacology of Miami (CPMI). Additionally, when appropriate, the IT Support Administrator will provide IT Support to Evolution Research Group (ERG) and Lotus. The IT Support Administrator responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
Responsibilities:
This is a full-time onsite position at CPMI. Although the IT Support Administrator could be asked to assist with other sites, their primary responsibility is supporting CPMI. The expected support includes:Take ownership of customer issues reported and seeing problems through to resolutionResearch, diagnose, troubleshoot, and identify solutions to resolve system issuesCommunicate with other IT staff about repeat issues to help cut down diagnosis andresolution timesFollow standard procedures for proper escalation of unresolved issues to the appropriateinternal and external teamsEnter support tickets into the IT Department's ticketing systemAdministration of company systems including but not limited to Office 365, AzureAD,RealTime CTMS, DevanaMaintain the network infrastructure of the siteTalk clients through a series of actions, either via in-person support, phone, email or chat, untilthey've solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly logged and communicated to superiors on a weekly basisPrioritize and manage several open issues at one time according to company SLAFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsComplete onboarding/offboarding procedures as requiredMaintain an inventory of devicesEnsure that internal IT systems are up to dateLeverage IT tools to support clinical staffAssist in organizing and cataloging existing site devices to our inventory management system.Provide assistance with onboarding and offboarding employeesReport to IT DirectorSkills and Qualifications:
• Education and experience
BS degree in Information Technology, Computer Science or relevant field or on the job training equivalentProven work experience as a Technical Support Tech, Desktop Support Engineer, IT HelpDesk Technician or similar roleStrong experience with Office 365 Administration and Windows environmentNetworking experience - Unifi experience a plus• Requirements
Bi-lingual in English & Spanish is a requirementExperience with Office 365 use and understanding of O365 and Azure AD management.Ability to diagnose and troubleshoot basic technical issuesFamiliarity with remote desktop applications and help desk softwareExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalExcellent customer service skillsGood understanding of computer systems, mobile devices and other tech productsUnderstands regulatory requirements, as well as Good Clinical Practices (GCP) andInternational Conference of Harmonization (ICH) guidelines.Knowledgeable in medical terminologyExcellent communication skills (interpersonal, written, verbal)This job will require flexibility in working hours to accommodate emergencies at the sites.
Job LocationLOC003 CPMI Clinical Pharmacology Miami - Hialeah, FL
IT Support Administrator
Title: Bilingual Spanish IT Support Administrator
Location:
Onsite CPMI-Hialeah (North Miami), FL
About us:
ERG is a leading U.S. based, privately held, independent clinical research site company, and provider of clinical development services with expertise in early and late-stage neuroscience drug development. With 20 wholly owned clinical sites and 4 affiliated sites, we conduct in-patient and out-patient phase I-IV clinical research studies. ERG has 400+ 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 as well as normal healthy volunteers who participate in trials for the advancement of medicine. With access to over 32 million patients/subjects and 5000 + completed trials, ERG continues to grow its capabilities and expand into indications where there are tremendous unmet medical needs in the United States and globally.
Job Description:
The IT Support Administrator is responsible for all levels of IT support within Clinical Pharmacology of Miami (CPMI). Additionally, when appropriate, the IT Support Administrator will provide IT Support to Evolution Research Group (ERG) and Lotus. The IT Support Administrator responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
Responsibilities:
This is a full-time onsite position at CPMI. Although the IT Support Administrator could be asked to assist with other sites, their primary responsibility is supporting CPMI. The expected support includes:Take ownership of customer issues reported and seeing problems through to resolutionResearch, diagnose, troubleshoot, and identify solutions to resolve system issuesCommunicate with other IT staff about repeat issues to help cut down diagnosis andresolution timesFollow standard procedures for proper escalation of unresolved issues to the appropriateinternal and external teamsEnter support tickets into the IT Department's ticketing systemAdministration of company systems including but not limited to Office 365, AzureAD,RealTime CTMS, DevanaMaintain the network infrastructure of the siteTalk clients through a series of actions, either via in-person support, phone, email or chat, untilthey've solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly logged and communicated to superiors on a weekly basisPrioritize and manage several open issues at one time according to company SLAFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsComplete onboarding/offboarding procedures as requiredMaintain an inventory of devicesEnsure that internal IT systems are up to dateLeverage IT tools to support clinical staffAssist in organizing and cataloging existing site devices to our inventory management system.Provide assistance with onboarding and offboarding employeesReport to IT DirectorSkills and Qualifications:
• Education and experience
BS degree in Information Technology, Computer Science or relevant field or on the job training equivalentProven work experience as a Technical Support Tech, Desktop Support Engineer, IT HelpDesk Technician or similar roleStrong experience with Office 365 Administration and Windows environmentNetworking experience - Unifi experience a plus• Requirements
Bi-lingual in English & Spanish is a requirementExperience with Office 365 use and understanding of O365 and Azure AD management.Ability to diagnose and troubleshoot basic technical issuesFamiliarity with remote desktop applications and help desk softwareExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalExcellent customer service skillsGood understanding of computer systems, mobile devices and other tech productsUnderstands regulatory requirements, as well as Good Clinical Practices (GCP) andInternational Conference of Harmonization (ICH) guidelines.Knowledgeable in medical terminologyExcellent communication skills (interpersonal, written, verbal)This job will require flexibility in working hours to accommodate emergencies at the sites.