Technical Specialist

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.