IT Support Specialist

2 weeks ago

Hollywood, United States CenExel Full time
About Us:

Each of CenExel's research sites specialize in Phase I to Phase IV clinical trials. Our Centers of Excellence comprise some of the most well respected and long-standing research facilities in the country. Specialty areas of research across our sites include Psychiatry, Acute Post Op Pain, Asian Bridging, Dermatology, GI, and Neurology. Each of our Centers of Excellence has tremendous experience and expertise in complex early phase trials, and all our sites have in-patient capability. We focus on quality people, teamwork, and highly experienced clinical research managers with a history of success.

Along with an exceptional work environment that promotes teamwork, positive leadership, and optimal work-life balance, CenExel Clinical Research also provides highly competitive compensation and a generous benefits package to full time employees after 30 days of employment including Health Insurance, Dental, Vision, LTD, STD, Life Ins, and 401k.

Job Summary:

The IT Support Specialist is responsible as part of the national IT Team for all inquiries (tickets) at the 1 st level for any locations as designated. The Specialist will also have local duties at their physical site to manage all hands-on tasks for IT technology residing on premises. The position requires someone with medium level IT support skills and a desire to learn more, plus a motivated sense of customer service and care.

Essential Responsibilities and Duties:
  • Acts as first point of contact for every IT issue within CenExel locations in concert with other national IT team members.
  • Maintains IT ticketing system for internal customers, managing completion of all tickets from open to resolution, updating and commenting as needed.
  • Takes lead on managing overall IT issues from beginning to end, on a day to day basis, including collaborating with other team members on priorities, open items, and potential solutions.
  • Works with staff for training on use of computer systems, security, and software.
  • Locally, takes responsibility for any non-enterprise or non-remote systems, such as badge or camera systems.
  • Locally, provides any needed hands-on IT assistance.
  • Works towards goal of 75% completion of tickets on first contact with customer.
  • Works with external IT network provider in identifying network and infrastructure issues.
  • Escalate tickets and calls as needed to Senior Technology Manager, network provider, telecom vendors, or other personnel, retaining ownership throughout escalation process.
  • Supervise and assist team members with issues in multiple offices.
  • Performs onboarding and offboarding employees as needed.
  • Maintains confidentiality of company information and study subject information per HIPAA regulations.
  • Maintains confidentiality of IT passwords and other crucial IT information.
  • Maintains other IT and IT-related systems as assigned.
  • Supports and ensures strictest adherence to best practices, FDA Code of Federal Regulations, ICH (International Conference on Harmonization), GCP (Good Clinical Practices), CenExel standard operating procedures, site working Practices, protocol, and company guidelines and policies.
  • Assumes other duties and responsibilities as assigned. The above responsibilities are a general description of the level and nature of the work assigned to this classification and are not to be considered as all inclusive.
Education/Experience/Skills:
  • Must be a high school graduate or have GED equivalency and at least 5 years of experience in desktop support; system administration and infrastructure support is a plus.
  • BS in related field with 3 years experience is acceptable.
  • Must have well-developed customer service skills, pleasant demeanor, and attention to detail with a proven track record.
  • Must demonstrate ability to follow up on all assignments, and to perform detail-oriented work with a superior work ethic.
  • Must be self-motivated and be able to perform tasks independently, with remote management and teammates.
  • Must reflect the professional image of the company, upholding the company vision in actions, demeanor, and appearance.
  • Medium to Expert knowledge of desktop hardware and operating systems (Windows 10).
  • Experience with some form of ticket logging system.
  • Ability to analyze and resolve technical issues and work with remote users through phone and software.
  • Basic systems management experience with Microsoft (Office) 365 desktop software, other common IT platforms, including Teams and SharePoint.
  • Systems management experience with Clinical platforms is preferred. Knowledge of Clinical Research software will be considered a plus.
  • Knowledge of Active Directory administration and management.
  • Knowledge of server administration is desirable.
  • Understanding of network infrastructure, switches, firewalls, or any other hardware or software, and the ability to manage any of these, is always desirable.
  • Knowledge of phone systems and phone administration is desirable.
  • Any other system administration experience will be considered.
  • Knowledge of iPhones and iPads and their administration is desirable.
  • Must be able to effectively communicate verbally and in writing.


Working Conditions
  1. Indoor, Office environment.
  2. Essential physical requirements include sitting, typing, standing, and walking.
  3. Lightly active position, occasional lifting of up to 20 pounds.
  4. Reporting to work, as scheduled, is essential.

CenExel Clinical Research is an Equal Opportunity Employer. All applicants will be considered for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or status.

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