IT Support Specialist I

Key Accountabilities

Technical Support and Issue Resolution

• Respond to and resolve user requests and incidents through the service desk ticketing system
• Provide first-level troubleshooting for hardware, software, network, and peripheral issues
• Configure and install computer equipment, software applications, and peripherals
• Perform basic diagnostics to identify technical problems and determine appropriate solutions
• Escalate complex issues to appropriate IT teams following established procedures
• Document all support activities, including problem details and resolution steps
• Follow up with users to ensure satisfactory resolution of technical issues

User Account Management

• Create, modify, and disable user accounts according to established procedures
• Reset passwords and assist users with account access issues
• Manage user permissions and access rights based on role requirements
• Maintain accurate records of user account activities and changes
• Support onboarding and offboarding processes for employees by managing their IT assets and accounts
• Ensure compliance with security policies for account management

Hardware and Software Support

• Install, configure, and update software applications used in clinical research environments
• Set up workstations, laptops, tablets, and mobile devices for new and existing users
• Perform basic hardware repairs and replacements (memory, hard drives, peripherals)
• Conduct regular maintenance activities to ensure optimal system performance
• Support audio/visual equipment for meetings and presentations
• Assist with inventory management of IT assets and equipment
• Prepare devices for deployment with standard configurations and software packages

End-User Training and Support

• Provide basic training to users on standard software applications and systems
• Create and maintain end-user documentation and quick reference guides
• Assist users with questions about software functionality and best practices
• Promote self-service options and knowledge base resources to users
• Educate users on IT policies, security practices, and proper equipment usage
• Support remote users with connectivity and access issues

IT Operations Support

• Participate in routine system maintenance activities under supervision
• Assist with basic network troubleshooting and connectivity issues
• Monitor system alerts and notifications for potential issues
• Perform scheduled backups and verify their completion
• Support disaster recovery and business continuity testing
• Maintain organized IT work areas, equipment storage, and repair facilities
• Assist with physical inventory audits of IT assets

Documentation and Reporting

• Maintain accurate records of all support activities in the service desk system
• Document common issues and solutions for knowledge base articles
• Generate basic reports on support metrics and service levels
• Update technical documentation for supported systems and processes
• Record hardware and software inventory changes
• Document user training activities and materials
• Maintain logs of recurring issues for trend analysis

Security and Compliance

• Ensure adherence to IT security policies and procedures
• Assist with basic security measures such as antivirus updates and patches
• Report potential security incidents to appropriate personnel
• Support compliance with data protection regulations in clinical environments
• Maintain confidentiality of sensitive information and systems
• Follow established procedures for handling regulated systems
• Participate in security awareness activities and training

Skills

Technical Skills

• Proficiency with Windows and/or macOS operating systems
• Knowledge of standard office productivity software (Microsoft Office, Google Workspace)
• Basic understanding of network concepts and troubleshooting
• Familiarity with remote support tools and technologies
• Basic knowledge of IT security principles and practices
• Understanding of computer hardware components and peripherals
• Experience with service desk ticketing systems
• Basic knowledge of mobile device management

Support and Service Skills

• Strong customer service orientation
• Effective problem-solving and troubleshooting methodology
• Clear verbal and written communication abilities
• Active listening and questioning techniques
• Ability to explain technical concepts in non-technical terms
• Time management and prioritization of support requests
• Attention to detail and thorough documentation practices
• Patience and empathy when dealing with frustrated users

Professional Skills

• Team collaboration and cooperation
• Self-motivation and initiative
• Adaptability to changing priorities and technologies
• Willingness to learn new systems and applications
• Professional demeanor and appearance
• Reliability and dependability
• Basic project coordination abilities
• Ability to work under pressure during system outages

Knowledge and Experience

• 0-2 years of experience in IT support or related technical role
• Experience with common business applications and productivity tools
• Familiarity with standard hardware troubleshooting techniques
• Understanding of basic IT service management concepts
• Knowledge of standard IT support processes and procedures
• Experience with remote support and assistance tools
• Basic understanding of clinical research applications beneficial but not required
• Familiarity with regulated environments a plus

Education

• Associate's degree in Information Technology, Computer Science, or related field preferred
• High school diploma or equivalent with relevant technical training required