What are the responsibilities and job description for the IT Support Administrator-Bilingual English/Spanish position at Evolution Research Group?
Job Description
Job Description
Job Title : IT Support Administrator
About Company : Who is ERG?
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 19 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 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. This role reports directly to the IT Director.
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 :
- Taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Communicating with other IT staff about repeat issues to help cut down diagnosis and
- resolution times
- Following standard procedures for proper escalation of unresolved issues to the appropriate
- internal and external teams
- Entering support tickets into the IT Department’s ticketing system
- Administration of company systems including but not limited to Office 365, AzureAD,
- RealTime CTMS, Devana
- Maintaining the network infrastructure of the site
- Talk clients through a series of actions, either via in-person support, 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
- Ensure all issues are properly logged and communicated to superiors on a weekly basis
- Prioritize and manage several open issues at one time according to company SLA
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Complete onboarding / offboarding procedures as required
- Maintain an inventory of devices
- Ensure that internal IT systems are up to date
- Leverage IT tools to support clinical staff
- Assist in organizing and cataloging existing site devices to our inventory management system.
- Provide assistance with onboarding and offboarding employees
Skills and Qualifications :
BS degree in Information Technology, Computer Science or relevant field or on the job
Bi-lingual in English & Spanish is a requirement
