The Technical Specialist is responsible for advanced support and management of IT systems, infrastructure, and end-user services for eClinical Solutions.

This role combines hands-on technical support with systems administration, project leadership, and process improvement.

The specialist will support both local and remote users, oversee critical IT operations, and collaborate with cross-functional teams to deliver robust IT solutions.

Key Tasks & Responsibilities :

- Provide exceptional day-to-day technical support for local and remote users as required.

- Provide exceptional day-to-day and escalated technical support for local and remote users, including troubleshooting complex system-level issues and resolving 2nd/3rd level support requests.

- Assist with virtual and in-person new hire orientations and other end-user training.

- Configure and maintain user workstations and corporate images, including automated deployment processes.

- Manage and support company network infrastructure, desktops, servers, and hosted applications.

- Oversee user provisioning, deprovisioning, and access requests.

- Manage identity and access solutions including Active Directory, Office 365, Single Sign-On, Okta, Salesforce, and Multi-Factor Authentication.

- Microsoft Entra, Exchange, AD, CoPilot, preferred.

- AI tool guidance and usage.

- Utilize monitoring tools to identify and resolve real-time problems across the application stack and infrastructure.

- Prepare and maintain technical documentation.

- Lead small to medium-sized IT projects, validate business requirements, and implement IT solutions in collaboration with business functions.

- Complete regular vendor training and stay current with emerging technologies and best practices.

- Other duties as assigned.

Education & Experience :

- Bachelors degree in computer science, Information Technology, or related discipline, or equivalent experience preferred.

- 8+ years experience in IT support or systems engineering, preferably in a technology company with distributed applications and regulated environments preferred.

- Professional certifications (Microsoft, CompTIA, Cisco, etc.) highly preferred.

- Excellent knowledge of English.

Professional Skills :

- Strong project management, organization, and communication skills.

- Advanced troubleshooting, problem-solving, and critical thinking abilities.

- Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.

- Excellent interpersonal skills and professional demeanor.

- Team player, adaptable to change, and able to collaborate across functions.

Technical Skills :

- Advanced experience with Microsoft systems (Windows 10/11, Windows Server, Office 365, SharePoint, OneDrive, Teams, SQL).

- Proficiency in Active Directory, GPOs, DNS, DHCP, SFTP, and endpoint security.

- Experience with Single Sign-On, Okta, ADFS, Multi-Factor Authentication, and identity management.

- Experience supporting Windows, Mac, Apple/Android mobile devices, and Atlassian products.

- Ability to write and deploy scripts (e.g., PowerShell) for automation.

- Experience configuring and maintaining firewalls, switches, and wireless access points.

- Experience diagnosing and remediating security threats and malicious objects.

- Ability to learn and manage new technologies as required.

- Experience working Microsoft Office 365, including SharePoint, OneDrive, and Teams.

- Experience configuring and supporting Windows and Mac systems.

- Experience supporting Apple and Android mobile devices.

- Experience using Atlassian Products.

- Experience using Okta.

- Experience using Salesforce.