Associate IT Operations Administrator

Overview:

Emmes Group: Building a better future for us all.

Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients. Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research providers to the US government before expanding into public-private partnerships and commercial biopharma. Emmes has built industry leading capabilities in cell and gene therapy, vaccines and infectious diseases, ophthalmology, rare diseases, and neuroscience.

We believe the work we do will have a direct impact on patients' lives and act accordingly. We strive to build a collaborative culture at the intersection of being a performance and people driven company. We're looking for talented professionals eager to help advance clinical research as we work to embed innovation into the fabric of our company. If you share our motivations and passion in research, come join us

Primary Purpose

The Associate IT Operations Administrator will support the management of IT systems, infrastructure, and user services. This role involves providing support to users on various IT applications and projects, troubleshooting issues, assisting with onboarding, maintaining IT operations, and collaborating with senior IT staff and IT Mangar to improve technology processes.

Responsibilities:

• Perform user onboarding and offboarding processes, including account creation, access provisioning, laptop setup, and IT orientation.
• Configure devices such as laptops, mobiles, and iPads for end users.
• Be the first point of contact for IT support via email, calls, and ticketing systems.
• Provide remote IT support to users to ensure timely resolution of issues.
• Assist users with password resets, account lockouts, Multi-Factor Authentication (MFA), and related access issues.
• Troubleshoot access and permissions-related issues.
• Troubleshoot hardware, network, and application issues, ensuring timely resolution.
• Troubleshoot application-related issues and escalate to Level 2 support, product team, or manager as required.
• Support the testing, troubleshooting, and deployment of new applications.
• Monitor and troubleshoot system, network, and application performance issues.
• Participate in patch management, software updates, and routine system maintenance tasks.
• Provide support for IT projects, application implementations, and technology initiatives.
• Assist in creating and maintaining IT incident reports.
• Track and manage IT incidents, ensuring timely resolution and proper documentation.
• Maintain IT documentation, reports, and knowledge base articles.
• Deliver IT training sessions and support user awareness programs.
• Provide regular updates to senior IT staff, product team, and manager regarding ongoing operations, issues, and projects.
• Follow IT policies, procedures, and compliance standards.
• Collaborate with cross-functional teams to support IT initiatives and continuous improvement.
• Assist in IT asset management, including tracking inventory, deployment, and lifecycle of hardware and software.

Qualifications:

• B.E / B. Tech in Computer Science, Electronics & Communication, or Information Technology or equivalent.
• At least one year of experience in a related field
• Basic knowledge of operating systems (Windows, Linux, Mac) and networking fundamentals.
• Familiarity with cloud technologies and services.
• Understanding of enterprise applications, databases, and IT security concepts.
• Experience or willingness to learn Microsoft 365, Active Directory, AAD and Intune administration.
• Managing applications access and providing support via mobile devices (Android, iPhone, iPad).
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to provide IT support via multiple channels (face-to-face, email, ticketing systems and remote).
• Strong verbal and written communication skills.
• Excellent collaboration and teamwork skills.
• Eagerness to learn, adapt, and grow in a dynamic global environment.
• Willingness and ability to work in rotation shifts, including night shifts, if required.
• Ability to document processes, create knowledge articles, and maintain IT reports.

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