Description

Digital Infuzion is a technology development company that aims to advance biomedical research and care delivery through digital transformation and data science. We go beyond ordinary IT services and solutions because we see the unique potential of inter-disciplinary teams that bring together scientists, technologists, and communicators in creating ground-breaking solutions to the age-old problem of turning information into knowledge. If you feel drawn to doing what you love in a creative, open, and growth-oriented environment while helping people live healthier lives, then please consider this opportunity. Digital Infuzion is a hybrid workplace company. We offer flexible on-site and remote work schedules.

Digital Infuzion has created and is constantly improving a comprehensive scientific data management, sharing, and analysis platform we use to deliver Data Coordination Services (DCS) to large multi-Center research networks. We are looking for a detail-oriented multitasker to join our team as a Technical Systems Support Specialist in support of one of our National Institutes of Health (NIH) clients. The Technical Systems Support team is responsible for monitoring and responding to support requests that are received through the help desk. As a Technical Support Specialist, you will perform a variety of Information Technology (IT) service-related tasks focused on providing rapid, user-sensitive responses and incident resolution in a clear, concise, and timely manner for a custom-built set of Web and Cloud applications. You will also need to know how to triage complex tasks for resolution. 

Who you are: 

• Defines troubleshooting and support procedures for the specific project needs? 
• Can guide users through troubleshooting procedures to identify and resolve technical problems or issues with the system 
• Seeks to enhance application by conducting incident analysis and making recommendations?to the development team 
• Is resolute and uncompromising in delivering exceptional customer service? 
• Has excellent verbal and written communication skills, with an emphasis on preparing clear and concise communications and instructions to end users? 
• Possesses excellent organizational skills with an attention to detail? 
• Has the ability to work well both independently and as part of a project team? 
• Takes initiative to define Standard Operating Procedures (SOPs) 

Core Responsibilities:? 

• Quickly come up to speed with a large custom solution that is supporting the clinical research, and translational science domains
• Diagnose, troubleshoot and resolve a wide range of end user support related issues 
• Support users with related browser-based web applications, including login issues, browsers, and specific application business requirements.? 
• Partner with project team to provide feedback on quality assurance and customer satisfaction? 
• Prioritize and escalate issues when required? 
• Conduct analysis on incident types and seek ways to decrease by recommending application enhancements ? 
• Provide remote support for all system users? 
• Manage support requests/incidents in the ticket tracking system? 

Requirements

• Bachelor’s Degree and 3 years of IT Services Support experience or 6 years of total IT Services Support experience? 
• Prior experience troubleshooting and supporting custom products or solutions? 
• Excellent verbal and written communications skills to facilitate problem resolution ? 
• Must be a US citizen or permanent resident? 

Preferred Qualifications:? 

• Experience with the NCATS CTSA Program 
• Previous work at a Data Coordinating Center 
• ITIL Foundation Certification? 
• Knowledge of NIH clinical research and translational science domains? 
• Must be able to obtain a public trust security clearance? 
• Azure DevOps experience 
• CMMI Level 3 for Services and or ISO 20000-1 Service Management System experience 

Digital Infuzion, Inc. is an Equal Opportunity Employer. EOE/AA/M/F/D/V 

It is the policy of Digital Infuzion, Inc. to provide equal employment opportunities without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, marital status, veteran status, genetic information or any other protected characteristic under applicable law.? 

Pursuant to Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors. ?All applicants should be prepared to show proof of a COVID-19 vaccination upon hire.