Support Administrator II, IT Operations

4 weeks ago

San Antonio, United States Worldwide Clinical Trials Full time
Requisition Number: 7934

Position Title: Support Administrator II, IT Operations

External Description:

Who we are

We're a global, midsize CRO that pushes boundaries, innovates and invents because the path to a cure for the world's most persistent diseases is not paved by those who play it safe. It is built by those who take pioneering, creative approaches and implement them with quality and excellence.

We are Worldwide Clinical Trials, and we are a global team of over 3,000 experts, bright thinkers, dreamers and doers and, together, we are changing the way the world experiences CROs - in the best possible way.

Our mission is to work with passion and purpose every day to improve lives and we are looking for others who value this same pursuit.

The Support Administrator II, IT Operations provides support for customer requests via available IT Support contact channels. The Support Administrator II quickly assesses the users' issues and provides first and second level support and documents information specific to the incident and its resolution, escalates unresolved issues expeditiously to the appropriate team and fulfills service requests.

RESPONSIBILITIES:

Tasks may include but are not limited to:

Helpdesk
  • Provide Tier 1 IT support to Worldwide employees
  • Follow processes and procedures set up within the IT Operations department
  • Assist Worldwide employees to set-up their equipment and troubleshoot any issues
  • Follow up on incidents and user requests to closure within SLA timeframes
  • Input all incidents, requests, and related support information in timely and accurate manner into the IT Operations Support ticketing system
  • Complete form processing/data entry in a timely and accurate manner
  • Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a Manager, or other support areas within the team and specifically outside the team
  • Keep informed about new developments and best practices within the IT industry
  • Follow ITIL or similar standards setup by the IT Operations Support Team
Hardware & Software
  • Maintain an accurate registry of hardware and software assets both in stock and in use by Worldwide employees
  • Ensure that all equipment is correctly identified and tagged
  • Search for any illegal software installed in Worldwide systems and inform the manager about any license compliance issues
  • Stay up-to-date with hardware and software changes that could impact the systems and their operation by Worldwide employees
  • Ensure that there is always available stock of equipment and accessories for users that can be deployed quickly for new employees or as replacement for faulty equipment
  • Work with other team members to setup and maintain a standard image for computer systems to allow for quick deployment of new laptops and PCs
  • Understand and apply group policies and other configuration measures that will improve the security, performance and reliability of equipment used by Worldwide employees
Documentation & Training
  • Write, review and keep up-to-date documents and guides to be used by both IT Operations Support Administrators and Worldwide employees
  • Create, update, and encourage the use of the IT Support Portal both by IT Operations Support Administrator and Worldwide employees
  • Train users in the use of computer equipment, software, and connectivity solutions
Administrative Support Functions
  • Document all incident information and updates as information becomes available
  • Identify and document troubleshooting techniques/steps
  • Respond to miscellaneous requests and research from internal staff as directed by the IT Operations Manager
  • Attend job-related training
Perform other duties as assigned. The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all-inclusive.

REQUIREMENTS:
  • Excellent command of written/oral English (technical)
  • 2 to 4+ years technical experience including extensive customer service experience
  • Excellent analytical and consultative/customer service
  • Bachelor's degree in related discipline preferred or equivalent work experience
OTHER SKILLS AND ABILITIES:

Technical
  • Task orientated, capable of taking ownership of incidents from the moment they are received until their resolution is completed
  • Basic knowledge of server hardware and software (Windows 10/11, Windows Server 2012R2 and 2016 and 2019, Exchange 2013 on-prem and O365)
  • Basic knowledge and understanding of SD-WAN
  • Excellent working knowledge of:
    • IT Operations ticketing system
    • setup, diagnostic and troubleshooting of laptops, workstations, printers, scanners, copiers, etc
    • ghosting & synchronization software (WDS/SCCM)
    • MS Office 365 and other software applications such antivirus, remote support tools, Adobe, etc
    • setup and troubleshooting of internet connectivity and related hardware
    • Mobile applications (iOS and Android)


City:

State:

Employment Type: Regular

Community / Marketing Title: Support Administrator II, IT Operations

Company Profile:

We're a global, mid-size CRO that pushes boundaries, innovates and invents - because the path to a cure for the world's most persist diseases is not paved by those who play it safe, but by those who take pioneering, creative approaches, and implement them with quality and excellence. We are experts, bright thinkers, dreamers and doers and, together, we are changing the way the world experiences CROs, in the best possible way.

Location_formattedLocationLong: San Antonio, Texas US

CountryEEOText_Description: Worldwide is an equal opportunity employer that is committed to enabling professionals from all backgrounds and experiences to succeed and, to that end, we prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and creativity. We provide equal employment opportunities to all employees and applicants regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, military status, or other class protected by applicable law. Worldwide is committed to working with and providing reasonable accommodations to applicants with disabilities. We are proud to be an equal opportunity workplace where people thrive by being themselves and are inspired to do their best work every day.

  • Support Administrator II, IT Operations

    2 weeks ago

    San Antonio, United States Worldwide Clinical Trials Full time

    Requisition Number: 7934 Position Title: Support Administrator II, IT Operations External Description:Who we are We're a global, midsize CRO that pushes boundaries, innovates and invents because the path to a cure for the world's most persistent diseases is not paved by those who play it safe. It is built by those who take pioneering, creative...

  • Support Administrator II, IT Operations

    4 weeks ago

    San Antonio, United States Worldwide Clinical Trials - USA Full time

    Who we are We’re a global, midsize CRO that pushes boundaries, innovates and invents because the path to a cure for the world’s most persistent diseases is not paved by those who play it safe. It is built by those who take pioneering, creative approaches and implement them with quality and excellence. We are Worldwide Clinical Trials, and we are a...

  • Support Administrator II, IT Operations

    4 weeks ago

    San Antonio, United States Worldwide Clinical Trials - USA Full time

    Who we are We’re a global, midsize CRO that pushes boundaries, innovates and invents because the path to a cure for the world’s most persistent diseases is not paved by those who play it safe. It is built by those who take pioneering, creative approaches and implement them with quality and excellence. We are Worldwide Clinical Trials, and we are a...

  • Administrative Services Generalist II

    1 month ago

    San Antonio, United States Credit Human Full time

    We are seeking an Administrative Services Generalist II for the Deposit Services & Operations Administrative Services Department. The Generalist II performs a variety of tasks to provide quality support to both internal and external members. The prim Administrative, Generalist, Operations, Service, Skills, Business Services

  • Administrative Services Generalist II

    3 weeks ago

    San Antonio, United States Credit Human Full time

    We are seeking an Administrative Services Generalist II for the Deposit Services & Operations Administrative Services Department. The Generalist II performs a variety of tasks to provide quality support to both internal and external members. The prim Administrative, Generalist, Operations, Service, Skills, Business Services

  • System Administrator II

    2 weeks ago

    San Antonio, Texas, United States Christus Health Full time

    Summary:The Systems Administrator II is responsible for support, installation, monitoring, security and maintenance of enterprise applications, software, servers and operating systems. The ability to support, install, backup, maintain and secure enterprise class servers, operating systems and applications. They must possess a strong working knowledge of...

  • Administrative Services Generalist II

    1 month ago

    San Antonio, United States Credit Human Federal Credit Union Full time

    We are seeking an Administrative Services Generalist II for the Deposit Services & Operations Administrative Services Department. The Generalist II performs a variety of tasks to provide quality support to both internal and external members. The primary functions include providing support to our members utilizing Bill Pay, Person to Person (P2P) transfers,...

  • Administrative Services Generalist II

    4 weeks ago

    San Antonio, United States Credit Human Federal Credit Union Full time

    We are seeking an Administrative Services Generalist II for the Deposit Services & Operations Administrative Services Department. The Generalist II performs a variety of tasks to provide quality support to both internal and external members. The primary functions include providing support to our members utilizing Bill Pay, Person to Person (P2P) transfers,...

  • Administration Assistant II

    4 weeks ago

    San Antonio, Texas, United States HCA Healthcare Full time

    Description IntroductionAre you looking for a work environment where diversity and inclusion thrive? Submit your application for our Administration Assistant II opening with Methodist Healthcare System today and find out what it truly means to be a part of the HCA Healthcare team.BenefitsMethodist Healthcare System, offers a total rewards package that...

  • Administration Assistant II

    1 month ago

    San Antonio, Texas, United States HCA Healthcare Full time

    Description IntroductionAre you looking for a work environment where diversity and inclusion thrive? Submit your application for our Administration Assistant II opening with Methodist Healthcare System today and find out what it truly means to be a part of the HCA Healthcare team.BenefitsMethodist Healthcare System, offers a total rewards package that...

  • System Administrator I

    2 weeks ago

    San Antonio, United States Vibrint Full time

    Vibrint is anticipating additional scope to be added to our existing contract. We are now seeking a Systems Administrator I & II for our San Antonio, Texas location to begin work this August. The Systems Administrator shall implement, troubleshoot and maintain Information Technology (IT) systems. The System Administrator will:Configure, install, manage and...

  • Administrative Services Generalist II

    2 weeks ago

    San Antonio, United States Credit Human Full time

    We are seeking an Administrative Services Generalist II for the Deposit Services & Operations Administrative Services Department. The Generalist II performs a variety of tasks to provide quality support to both internal and external members. The primary functions include providing support to our members utilizing Bill Pay, Person to Person (P2P) transfers,...

  • Client Support Administrator

    1 month ago

    San Antonio, United States Global Resource Solutions Full time

    Global Resource Solutions, Inc. (GRS) is seeking an enthusiastic, motivated, detail orientated, and talented individual for the position of Client Support Administrator. Job Description: Summary: The Client Support Administrator will provide first-line response and assistance to solve customers' administrative and technical problems on client-level...

  • Client Support Administrator

    4 weeks ago

    San Antonio, United States Global Resource Solutions Full time

    Global Resource Solutions, Inc. (GRS) is seeking an enthusiastic, motivated, detail orientated, and talented individual for the position of Client Support Administrator. Job Description: Summary: The Client Support Administrator will provide first-line response and assistance to solve customers' administrative and technical problems on client-level...

  • Client Support Administrator

    1 month ago

    San Antonio, United States Global Resource Solutions, Inc. Full time

    Job DescriptionJob DescriptionGlobal Resource Solutions, Inc. (GRS) is seeking an enthusiastic, motivated, detail orientated, and talented individual for the position of Client Support Administrator.Job Description:Summary: The Client Support Administrator will provide first-line response and assistance to solve customers’ administrative and technical...

  • Client Support Administrator

    4 weeks ago

    San Antonio, United States Global Resource Solutions, Inc. Full time

    Job DescriptionJob DescriptionGlobal Resource Solutions, Inc. (GRS) is seeking an enthusiastic, motivated, detail orientated, and talented individual for the position of Client Support Administrator.Job Description:Summary: The Client Support Administrator will provide first-line response and assistance to solve customers’ administrative and technical...

  • System Administrator II

    2 weeks ago

    San Antonio, Texas, United States Vibrint Full time

    Vibrint is a trusted provider of mission-critical systems and analysis that transform our customers' capacity and capability in harvesting and harnessing data. Working alongside many of the most talented professionals in public service, we work tirelessly to create and sustain new solutions and services that meet the stringent demands across a variety of...

  • Operations Support Specialist II

    2 months ago

    San Antonio, United States Mycwt Full time

    Job Description Operations Support Specialist II - ( 210000O8 ) * Issuing complex domestic/international tickets to include electronic ticketing, paper ticketing, prepaids, exchanges, refunds, car/hotel invoicing, Southwest ticketing/invoicing, Amtrak, OBT agent assist queues. * Proficiency with fare calculations, pricing, processing tickets, refunds,...

  • Operations Support Specialist II

    4 weeks ago

    San Antonio, United States Mycwt Full time

    Job Description Operations Support Specialist II - ( 210000O8 ) * Issuing complex domestic/international tickets to include electronic ticketing, paper ticketing, prepaids, exchanges, refunds, car/hotel invoicing, Southwest ticketing/invoicing, Amtrak, OBT agent assist queues. * Proficiency with fare calculations, pricing, processing tickets, refunds,...

  • Endpoint Administrator II

    4 weeks ago

    San Antonio, United States Weaver Full time

    The Weaver Experience Weaver is a full-service national accounting, advisory and consulting firm with opportunities for professionals in many different fields. We seek to bring a human element to the world of accounting, which includes creating a diverse, collaborative and entrepreneurial workplace culture. Our leaders truly care about the well-being of...