IT Support Administrator (hybrid role in Miami)

About Us

ERG is a leading U.S. based, privately held, independent clinical research site company, and provider of clinical development services with an expertise in early and late stage neuroscience drug development. With 21 wholly owned clinical sites and 5 affiliated sites, we conduct in-patient and out- patient phase I-IV clinical research studies. ERG has 340 in-patient beds, a large and growing database of patients suffering from mental illness, neurological disorders, sleep disorders, addictions, Acute and Chronic Pain, diabetes and other illnesses as well as normal healthy volunteers who participate in trials for the advancement of medicine. With access to over 32 million patients/subjects and 5000 completed trials, ERG continues to grow its capabilities and expand into indications where there are tremendous unmet medical needs in the United States and globally.

Job Description

The IT Support Administrator is responsible for all levels of IT support within Clinical Pharmacology of Miami (CPMI). Additionally, when appropriate, the IT Support Administrator will provide IT Support to Evolution Research Group (ERG) and Lotus. The IT Support Administrator responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.

Responsibilities

This is a full-time hybrid position based out of the CPMI location in Miami. Although the IT Support Administrator could be asked to assist with other sites, their primary responsibility is supporting CPMI.This role reports directly to the IT Director

The Expected Support Includes

• Own and resolve end‑user IT issues through research, diagnosis, troubleshooting, and follow‑up
• Log, track, prioritize, and manage support tickets in accordance with SLAs, escalating issues as needed
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal and external teams
• Administer and maintain company systems and infrastructure (Office 365, Azure AD, CTMS, Devana, RealTime, Devana, etc.)
• Provide technical support to clients and clinical staff via in‑person, phone, email, and chat
• Perform employee onboarding/offboarding, device setup, and access management
• Maintain accurate documentation, system records, and device inventory
• Communicate recurring issues, prepare reports, and provide updates to IT leadership
• Ensure internal IT systems are up to date and operational
  
  

Skills And Qualifications

• Education and experience
• BS degree in Information Technology, Computer Science or relevant field or on the job training equivalent
• Proven work experience as a Technical Support Tech, Desktop Support Engineer, IT Help
• Desk Technician or similar role
• Strong experience with Office 365 Administration, Windows environment and Azure AD management
• Networking experience – Unifi experience a plus
• Requirements
• Bi-lingual in English & Spanish is a requirement
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Excellent customer service skills
• Understands regulatory requirements, as well as Good Clinical Practices (GCP) and
• International Conference of Harmonization (ICH) guidelines.
• This job will require flexibility in working hours to accommodate emergencies at the sites.