OVERVIEW
The Technical Specialist is responsible for advanced support and management of IT systems, infrastructure, and end-user services for eClinical Solutions. This role combines hands-on technical support with systems administration, project leadership, and process improvement. The specialist will support both local and remote users, oversee critical IT operations, and collaborate with cross-functional teams to deliver robust IT solutions.
KEY TASKS & RESPONSIBILITIES
- Provide exceptional day-to-day technical support for local and remote users as required.
- Provide exceptional day-to-day and escalated technical support for local and remote users, including troubleshooting complex system-level issues and resolving 2nd/3rd level support requests.
- Assist with virtual and in-person new hire orientations and other end-user training.
- Configure and maintain user workstations and corporate images, including automated deployment processes.
- Manage and support company network infrastructure, desktops, servers, and hosted applications.
- Oversee user provisioning, deprovisioning, and access requests. Manage identity and access solutions including Active Directory, Office 365, Single Sign-On, Okta, Salesforce, and Multi-Factor Authentication.
- Microsoft Entra, Exchange, AD, CoPilot, preferred
- AI tool guidance and usage
- Utilize monitoring tools to identify and resolve real-time problems across the application stack and infrastructure.
- Prepare and maintain technical documentation.
- Lead small to medium-sized IT projects, validate business requirements, and implement IT solutions in collaboration with business functions.
- Complete regular vendor training and stay current with emerging technologies and best practices.
- Other duties as assigned
Education & Experience
- Bachelor’s degree in computer science, Information Technology, or related discipline, or equivalent experience preferred.
- 8+ years’ experience in IT support or systems engineering, preferably in a technology company with distributed applications and regulated environments preferred.
- Professional certifications (Microsoft, CompTIA, Cisco, etc.) highly preferred.
- Excellent knowledge of English.
Professional Skills
- Strong project management, organization, and communication skills.
- Advanced troubleshooting, problem-solving, and critical thinking abilities.
- Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
- Excellent interpersonal skills and professional demeanor.
- Team player, adaptable to change, and able to collaborate across functions.
Technical Skills
- Advanced experience with Microsoft systems (Windows 10/11, Windows Server, Office 365, SharePoint, OneDrive, Teams, SQL).
- Proficiency in Active Directory, GPOs, DNS, DHCP, SFTP, and endpoint security.
- Experience with Single Sign-On, Okta, ADFS, Multi-Factor Authentication, and identity management.
- Experience supporting Windows, Mac, Apple/Android mobile devices, and Atlassian products.
- Ability to write and deploy scripts (e.g., PowerShell) for automation.
- Experience configuring and maintaining firewalls, switches, and wireless access points.
- Experience diagnosing and remediating security threats and malicious objects.
- Ability to learn and manage new technologies as required.
- Experience working Microsoft Office 365, including SharePoint, OneDrive, and Teams
- Experience configuring and supporting Windows and Mac systems
- Experience supporting Apple and Android mobile devices
- Experience using Atlassian Products.
- Experience using Okta.
- Experience using Salesforce.