Technical Support Specialist

Our client, a leader in SaaS technology for clinical trials, is looking to bring on a contractor for 6 months in their Iselin, NJ office.

This is 100% onsite.

The Enterprise Support Specialist assists corporate end-users in corporate offices and remote locations globally with technical support of approved desktop/laptop computers, applications and related technologies. Support includes specifications, installation and testing of computer systems and peripherals within established guidelines of approved standards and processes.

-The position also assists in the creation, maintenance and versioning of documentation related to Desktop Support processes, procedures and associated guidelines. The position’s responsibilities require independent analysis, communication and problem-solving. Work is performed with little supervision and requires initiative and judgment.

-Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines

-Work with vendor support contacts to resolve technical problems with desktop computers, peripheral equipment and software

-Work with ES Systems and Network team to determine and resolve problems received from clients

-Interact with numerous computer platforms in a multi-layered client server environment. --Ensure desktop computers interconnect seamlessly with diverse systems including file servers, email servers, print servers, application servers, and administrative systems

-Train end-user community on the appropriate use of approved hardware, software and peripheral equipment as required by Standard Operating Procedures

-Recommend and/or perform upgrades on desktop/laptop systems to ensure uptime

-Ensure all approved desktops, laptops and peripheral hardware is accurately inventoried and perform maintenance/spot checks with user community validating equipment is correctly assigned

-On a daily basis, maintain asset management systems tracking all hardware and software items utilized by end-user community by fully understanding the Enterprise Support asset management lifecycle and following established asset management procedures

-Work with Finance and internal ES staff facilitating approved purchases of hardware, software and other technologies within the guidelines of Standard Operation Procedures

-May, with Enterprise Support engineers, collect/validate functional requirements of technical solution/s to determine whether researched solution is viable for purchases

-Actively maintain and replenish commonly-used computer supplies necessary for day-to-day Enterprise Support operations

-Work with Issue Tracking System to review, acknowledge, remedy and resolve all assigned end-user tickets in timely manner

-Work with vendor support contacts to resolve technical problems with desktop computing equipment and software

-Ensure that all computers globally interconnect seamlessly with systems including file servers, email servers, application servers and administrative systems

-Maintain and provide telephone system support and assistance

-Perform other job-related duties as assigned or directed

-Respond and contribute to Business Continuity and Disaster Recovery circumstances relating to planned and unplanned events

-Actively participate in scheduled off-hour operations, weekend work and on-call rotation shifts

-Travel domestically or internationally to support global Datacenters, offices and events

Your Competencies:

-Demonstrated proficiency in supporting Windows 10 desktop/laptop PCs

Experience supporting Mac OSX desktop/laptop systems

-Demonstrate an understanding of basic Networking concepts including TCP/IP

-Familiarity with common workplace productivity computing applications, e.g. Microsoft products suites, email clients, calendaring, Internet usage

-Antivirus, inventory management and backup procedures

-Experience installing software, patches, updates on Desktops, Laptops, Peripheral equipment and Servers

-Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop PCs

-Analytical problem solving and troubleshooting skills; ability to learn new software applications quickly

-Experience troubleshooting basic network, software, printing problems

-Daily commitment to high-quality results, Strong work ethic and Customer Service Excellence

-Ability to work both independently and as a team member

-Excellent verbal and written communication skills, including via telephone

-Ability to lift and handle packages/hardware with the approximate weight of 50 pounds or more

-Ability to travel domestically and possibly internationally to support offices and events

Your Education & Experience:

-Four-year undergraduate degree in computer science or related field required; or equivalent years of experience