Job Description
Averro is currently seeking an IT Support Specialist who is responsible as part of the national IT Team for all inquiries (tickets) at the 1 level for any locations as designated. The Specialist will also have local duties at their physical site to manage all hands-on tasks for IT technology residing on premises. The position requires someone with medium-level IT support skills, a desire to learn more, and a motivated sense of customer service and care.

QUALIFICATIONS:

Must be a high school graduate or have GED equivalency and at least five years of experience in IT infrastructure and systems administration.
BS in a related field with three years of experience is acceptable
Must have well-developed customer service skills with a proven track record
Must demonstrate the ability to follow up on all assignments and to perform detail-oriented work with a superior work ethic.
Must be self-motivated and be able to perform tasks independently, with remote management and teammates.
Must reflect the company’s professional image, upholding the company vision in actions, demeanor, and appearance.

ROLES & RESPONSIBILITIES:

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Acts as the first point of contact for every IT issue within company locations in concert with other national IT team members.
Maintains IT ticketing system for internal customers, managing the completion of all tickets from open to resolution, updating and commenting as needed.
Take the lead on managing overall IT issues from beginning to end, on a day-to-day basis, including collaborating with other team members on priorities, open items, and potential solutions.

Works with staff for computer systems, security, and software training.
Locally, take responsibility for non-enterprise or non-remote systems, such as badge or camera systems.
Locally, provides any needed hands-on IT assistance.
Works towards the goal of 75% completion of tickets on first contact with customers.
Works with external IT network providers in identifying network and infrastructure issues.
Escalate tickets and calls as needed to Senior Technology Manager, network provider, telecom vendors, or other personnel, retaining ownership throughout the escalation process.
Supervise and assist team members with issues in multiple offices.
Onboarding and offboarding employees as needed
Maintains confidentiality of company information and study subject information per HIPAA regulations.

Maintains confidentiality of IT passwords and other crucial IT information
Maintains other IT and IT-related systems as assigned

REQUIRED SKILLS:

Well-developed customer service skills, pleasant demeanor, and attention to detail
Medium to Expert knowledge of desktop hardware and operating systems (Windows 10)
Experience with some form of ticket logging system
Experience with Microsoft (Office) 365 and other desktop software
Ability to analyze and resolve technical issues and work with remote users through phone and software
Basic systems management experience with Microsoft 365 and other common IT platforms
Basic systems management experience with Clinical platforms is preferred

Considered:

Any knowledge of server administration is desirable.
Any knowledge of Clinical Research software will be considered a plus.
Understanding of network infrastructure, switches, firewalls, or any other hardware or software, and the ability to manage any of these, is always desirable.
Any knowledge of phone systems and phone administration is desirable.
Any other system administration experience will be considered.

WHY AVERRO?
Averro is a Veteran-Owned organization dedicated to delivering innovative technology services, business consulting, and talent solutions that propel businesses and careers forward. We live by our ethos: Family First | Be Uncommon | Culture Wins. These values show in our commitment to client satisfaction, timely support, and unmatched consultant care. Most of all, it shows in our commitment to each other. Our Aim – Your Ascent. See More: bit.ly/aimaverro
Averro is an equal opportunity employer, and we are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment, regardless of criminal histories, consistent with legal obligations. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
BENEFITS OFFERED:
All positions qualify for group medical insurance, 401K retirement savings, sick leave, and our employee assistance program. We have three benefit package options available geared towards employee needs and desires. Depending on your selection Averro provides PTO, 8 paid holidays per year, group medical/dental/vision insurance along with optional pet and legal insurance.

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