IT Support Specialist I

Job Description

Job Title: IT Support Specialist I

Location: Ontario (Toronto-area preferred)

Function: IT

Sitero is a full-service CRO that provides comprehensive services to guide you through the development and execution of clinical programs across all stages of development and life cycle management. At Sitero we offer experience and expertise with a diverse range of therapeutic areas and focus on innovative, technology-enabled solutions that allow our clients to focus on their core strengths. For early phase studies through phase III clinical trials, our experienced team delivers high-touch services and technology to ensure your trial is handled with the quality and care that results in compliant outcomes and patient-focused results.

Sitero is currently seeking an experienced IT Support Specialist I to assist our support team and ensure efficient and effective resolution of employee technical issues. As an IT Support Specialist I, you will be responsible for overseeing all aspects of user support, including Microsoft Office applications, computer configurations, and troubleshooting. Your primary goal will be to provide exceptional customer service, meeting a 24-hour response time Service Level Agreement (SLA) for all support tickets.

The ideal candidate will have a passion for customer service, possess excellent problem-solving skills, and be knowledgeable in IT services. In addition to working with the IT Support team, you will actively maintain our IT knowledge base, update articles and documentation, and assist with user system migrations alongside the system administrators.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist with the day-to-day operations of the IT Support team, ensuring the timely and effective resolution of employee technical issues.
• Provide hands-on support for device and configuration issues, troubleshooting user problems, and resolving technical issues.
• Support with any tickets related to Azure or AWS Cloud and deployment of applications
• Own and prioritize employee support tickets, ensuring they are resolved and within the agreed-upon Service Level Agreement (SLA) response time of 24 hours.
• Develop and maintain a customer-centric support culture, fostering positive and efficient user experiences.
• Maintain an updated IT knowledge base, including documentation, articles, and guides for employees to utilize and learn about new IT services.
• Collaborate with system administrators to assist with user system migrations, ensuring a smooth transition and minimal disruption.
• Continuously evaluate and improve the support process, identifying opportunities for automation, efficiency, and service enhancement.
• Monitor and analyze IT Support metrics and performance indicators, identifying trends, areas for improvement, and implementing appropriate actions.
• Provide coaching, mentoring, and training to users, promoting professional growth and ensuring exceptional customer service.
• Liaise with other IT teams and departments to coordinate efforts, resolve complex issues, and implement cross-functional projects

EDUCATION AND EXPERIENCE REQUIRED

• Bachelors in computer science, Networking, or related degree is required
• Knowledge of Azure or AWS Cloud and certification is preferred
• Ability to work daily in our office in Coral Gables is required
• Proven experience in an IT Support or user support role, with a strong focus on Microsoft Office applications, computer configurations, and troubleshooting.
• Excellent knowledge of Windows operating systems, as well as common laptop hardware.
• Familiarity with ticketing systems and Service Level Agreements (SLAs), ensuring timely and efficient ticket resolution.
• Exceptional customer service skills, with a genuine passion for helping users and solving problems.
• Strong problem-solving and analytical abilities, with the capability to troubleshoot technical issues and propose effective solutions.
• Understanding of ITIL best practices and incident management processes.
• Experience with maintaining knowledge bases, creating documentation, and providing self-help resources for users.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
• Proactive and organized personality, with the ability to multitask and prioritize in a fast-paced environment.

COMPENSATION

Sitero is offering a rate between $50,000-$65,000 per year that will be commensurate with experience and education with the above qualifications.

EMPLOYMENT TYPE

Full-Time.

Sitero offers a comprehensive benefits package that includes, Paid Time Off, Sick Leave, and complies with all regulations governed by the ESA

COMMITMENTS

• Standard Hours 40 hours per week, one hour lunch, Monday – Friday.   Additional hours as needed.
• Willing to work in shifts as and when needed.