Care Access is hiring a
IT Service Desk Administrator

Summary

The job is for a Service Desk Administrator in the IT Operations team at Care Access, a company revolutionizing access to clinical trials. The role involves participating in service desk support escalation, drafting and improving IT processes, performing advanced troubleshooting, tracking requests, assisting in technical projects, configuring workstations, fulfilling hardware and software procurements, maintaining endpoint maintenance schedule, ensuring data security, identifying equipment issues, and recommending solutions. The position is remote with less than 10% travel requirements.

Requirements

• 5+ years’ experience in an IT support or systems (or related) role
• Proven experience as IT Support Representative or relevant position
• Excellent diagnostic and problem-solving skills
• Excellent communication ability
• Excellent organizational and time-management skills
• In depth understanding of diverse computer systems and networks
• Solid working knowledge of internet security and data privacy principles
• Working knowledge of HIPAA and GCP regulations

Responsibilities

• Participate in service desk support escalation
• Draft, document, and improve IT processes and workflows
• Perform advanced troubleshooting to diagnose and resolve problems
• Track requests in the ITSM ticketing system and assign/escalate appropriately
• Participate in research, planning, implementation, and support of technical projects
• Analyze and present reviews of incident, service request, and problem resolutions to management
• Assist in configuring workstations for compliance, security, and performance
• Fulfill hardware and software procurements within established limits
• Maintain endpoint maintenance schedule (software updates, hardware life cycle, etc.) without impacting enterprise productivity
• Ensure security and privacy of data residing on computer systems
• Identify computer or network equipment issues and recommend solutions where appropriate

Preferred Qualifications

Relevant certifications will be an advantage (e.g., CompTIA, Microsoft)

Benefits

• PTO/vacation days, sick days, holidays
• 100% paid medical, dental, and vision Insurance. 75% for dependents
• HSA plan
• Short-term disability, long-term disability, and life Insurance
• Culture of growth and equality
• 401k retirement plan
• Diversity & Inclusion