IT Support Technician

Location: San Antonio, Texas, United States

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Requisition Number: 1571

Position Title: IT Support Technician

External Description:

SUMMARY:  An IT Support Technician provides support for customer requests via telephone, email, fax, or other available means of contacting the WCT Support Team.  Quickly assesses the users’ issues and provides first and second level support.  Documents information specific to the incident and its resolution, and escalates unresolved issues expeditiously to the appropriate area.

 RESPONSIBILITIES:
Tasks may include but are not limited to:

Helpdesk

  • Follow up processes and procedures set up within the IT Support Department
  • Phone and interpersonal communication skills are key to success
  • Answer the helpdesk contact telephone and emails received from users
  • Help caller’s set-up their equipment and troubleshoot any issues
  • Follow up on incidents and user requests and closure within SLA timeframes
  • Input all calls and related support information in a timely and accurate manner
  • 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
  • Document all requests, incidents & problems into the helpdesk system
  • Keep informed about new developments and best practices within the Helpdesk industry
  • Aim to follow up ITIL or similar standards set up by the Support Team

Hardware & Software

  • Proven knowledge of IT ticketing systems (Remedy, footprints, Zendesk)
  • Maintain an accurate registrar of hardware and software assets both in stock and in use by WCT employees
  • Ensure that all equipment is correctly identified and tagged
  • Search for any illegal software installed in WCT 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 WCT employees
  • Ensure that there is always an available stock of equipment and accessories for users that can be deployed quickly for new employees or as a replacement for faulty equipment
  • Work with other team members to set up 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 WCT employees

Documentation & Training

  • Write, review and keep up-to-date documents and guides to be used by both technicians and end-users
  • Create, update and encourage the use of a helpdesk section within the WCT Central Share Point website both by technicians and WCT employees
  • Transfer of relevant knowledge to team members
  • Train users in the use of computer equipment, software and connectivity solutions

Administrative Support Functions

  • Documentation of all incident information and updates as information becomes available
  • Identify and document troubleshooting techniques/steps
  • Respond to miscellaneous request and research from internal staff as directed by the 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.

 OTHER SKILLS AND ABILITIES:
Technical

  • Attention to detail is a must
  • Task orientated, capable of taking ownership of incidents from the moment they are received until their resolution is completed
  • Working knowledge of:
  • call tracking or helpdesk software
  • setup, diagnostic, and troubleshooting of laptops, workstations, printers, scanners, copiers, etc.
  • ghosting & synchronization software an advantage
  • Microsoft operating systems (MS Office Suite 2007) and other software applications such as antivirus, remote support tools, Adobe, etc.
  • setup and troubleshooting of internet connectivity and related hardware (ADSL/3G, etc.)
  • blackberry devices and BES
  • networking TCP/IP, Active Directory, Windows Server 2003 environment

Personal

  • Excellent communication and interpersonal skills
  • Must have good listening skills and the ability to empathize with end-users
  • Good grammar and writing skills
  • Flexible, adaptable, and able to work under pressure and efficiently multitask
  • Must have a sense of ownership and responsibility
  • Self-motivated and self-starter
  • Able to succeed and contribute to a team environment
  • Punctual
  • Attentive
  • Diligent

 REQUIREMENTS:

  • Perfect command of written/oral English (technical)
  • One other language recommended
  • 1 to 3+ years of technical experience including extensive customer service experience
  • Excellent analytical and consultative/customer service
  • Bachelors Degree in related discipline preferred or equivalent work experience

City:

State: Texas

Employment Type: Regular

Community / Marketing Title: IT Support Technician

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 Clinical Trials is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including age, sex, color, race, creed, national origin, religion, marital status, sexual orientation, political belief or disability.

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