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IT Support Technician

Company: PRA Health Sciences
Location: Charlottesville
Posted on: June 8, 2021

Job Description:

Overview

Do you want to watch clinical development change, or do you want to be the one to shape it?

Because we're hoping you're here for the latter.

Who are we?

We Are PRA.

We are 20,000+ employees strong, operating in more than 90+ countries. We are committed to saving lives and we are constantly striving to be the best at what we do. Our impact is real and we see it every single day. We help get life-saving drugs into the hands of those who need them most.

The IT Support Technician is responsible for first- and/or second-level user system support. Duties include user account management, installing and maintaining PC hardware, PC operating systems, peripheral devices, shrink-wrap and custom software.

Responsibilities

  • Work in a Global Team environment to support users, including user account management, installing and maintaining PC hardware and software, and providing 24x7 systems support.
  • Applies understanding of company's general business functions and systems to determine impact of system changes to the business and vice versa
  • Communicates with system users in business terms
  • Ensures that work complies with PRA's Standard Operating Procedures (SOPs), systems development life cycle methodology, policies, standards and procedures
  • Handles on-call responsibilities for production systems, requiring working knowledge of hardware, operating systems, and shrink-wrap applications
  • Installs and maintains PC hardware and software to ensure use of standard configurations among locations
  • Coordinates repairs with vendors
  • Maintains equipment inventories. Controls inventory movement at the end of equipment lease or warranty
  • Provides system administration for the PRA Helpdesk system. Develops and maintains knowledge base information. Provides solutions for reported problems.
  • Provides 7x24 system support
  • Provides guidance and mentoring in area(s) of technical expertise
  • Researches, analyzes and implements patches and upgrades to fix operating system problems or vulnerabilities
  • Evaluates new products and services
  • Participates in the development and implementation of trouble handling procedures to minimize service outages and ensure appropriate communication to the end users. Works to constantly improve customer service.

Qualifications

  • 2 years of relevant experience.
  • 4+ years' experience executing in a similar role preferred
  • An undergraduate degree or its international equivalent in Computer Science, Information Systems, Systems Engineering, Management Information Systems or related area OR equivalent work experience.
  • Work experience in Systems in a business environment may be considered equivalent
  • To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.
  • Ability to maintain superior customer service while juggling multiple tasks and projects, including executive support.
  • Ability to support large face-to-face and online meetings with platforms such as WebEx, WebEx Event Center, ON24, and/or Hive.
  • Excellent verbal and written communication skills, including good documentation process.
  • Reads, writes and speaks fluent English; fluent in host country language.

Preferred Knowledge/Experience

  • Windows 10
  • Azure
  • Exchange
  • Microsoft Office 365, Teams and other Microsoft suite of products
  • Troubleshooting experience in a remote, fluid and fast moving environment
  • Mobile Device Management Experience
  • PowerShell Experience
  • Professional certifications (preferred) in one or more of the following areas: MCSE, MCP, MCSA, CompTIA Network+, Cisco CCENT/CCT/CCNA, etc.

PRA is an EEO/AA employer and is committed to providing opportunities to minorities, women, veterans and individuals with disabilities.

Keywords: PRA Health Sciences, Charlottesville , IT Support Technician, Other , Charlottesville, Virginia

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