Technical Specialist
3 days ago
OVERVIEWThe 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, preferredAI tool guidance and usageUtilize 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 assignedEducation & ExperienceBachelor'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 SkillsStrong 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 TeamsExperience configuring and supporting Windows and Mac systemsExperience supporting Apple and Android mobile devicesExperience using Atlassian Products.Experience using Okta.Experience using Salesforce.
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