IT Support Specialist I

<p><b>When our values align, there&#39;s no limit to what we can achieve.</b><br /> <br />At Parexel, we all share the same goal - to improve the world&#39;s health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.</p><p>Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we&#39;re committed to making a difference.</p><p></p><p></p><p>We are currently hiring an IT Support Specialist I to join our team in Berlin! In this role you will provide first-level technical support and assistance to end users within Parexel, ensuring the effective operation of computer systems, software applications, and peripheral equipment. The IT Support Specialist I serves as the initial point of contact for IT-related issues, troubleshooting and resolving common technical problems while maintaining high levels of customer service to enable uninterrupted workflow for employees!</p><p></p><p><b>Key Accountabilities</b></p><ul><li><p>Respond to and resolve user requests and incidents through the service desk ticketing system</p></li><li><p>Provide first-level troubleshooting for hardware, software, network, and peripheral issues</p></li><li><p>Configure and install computer equipment, software applications, and peripherals</p></li><li><p>Perform basic diagnostics to identify technical problems and determine appropriate solutions</p></li><li><p>Escalate complex issues to appropriate IT teams following established procedures</p></li><li><p>Document all support activities, including problem details and resolution steps</p></li><li><p>Follow up with users to ensure satisfactory resolution of technical issues</p></li><li><p>Create, modify, and disable user accounts according to established procedures</p></li><li><p>Reset passwords and assist users with account access issues</p></li><li><p>Manage user permissions and access rights based on role requirements</p></li><li><p>Support onboarding and offboarding processes for employees by managing their IT assets and accounts</p></li><li><p>Ensure compliance with security policies for account management</p></li><li><p>Install, configure, and update software applications used in clinical research environments</p></li><li><p>Set up workstations, laptops, tablets, and mobile devices for new and existing users</p></li><li><p>Perform basic hardware repairs and replacements (memory, hard drives, peripherals)</p></li><li><p>Assist with inventory management of IT assets and equipment</p></li><li><p>Prepare devices for deployment with standard configurations and software packages</p></li><li><p>Provide basic training to users on standard software applications and systems</p></li><li><p>Assist users with questions about software functionality and best practices</p></li><li><p>Support remote users with connectivity and access issues</p></li><li><p>Participate in routine system maintenance activities under supervision</p></li><li><p>Assist with basic network troubleshooting and connectivity issue</p></li><li><p>Support disaster recovery and business continuity testing</p></li><li><p>Assist with physical inventory audits of IT assets</p></li><li><p>Maintain accurate records of all support activities in the service desk system</p></li><li><p>Ensure adherence to IT security policies and procedures</p></li><li><p>Assist with basic security measures such as antivirus updates and patches</p></li><li><p>Report potential security incidents to appropriate personnel</p></li><li><p>Support compliance with data protection regulations in clinical environments</p></li><li><p>Maintain confidentiality of sensitive information and systems</p></li></ul><p></p><p><b>Skills</b></p><ul><li><p>Proficiency with Windows and/or macOS operating systems</p></li><li><p>Knowledge of standard office productivity software (Microsoft Office, Google Workspace)</p></li><li><p>Basic understanding of network concepts and troubleshooting</p></li><li><p>Familiarity with remote support tools and technologies</p></li><li><p>Basic knowledge of IT security principles and practices</p></li><li><p>Understanding of computer hardware components and peripherals</p></li><li><p>Experience with service desk ticketing systems</p></li><li><p>Basic knowledge of mobile device management</p></li><li><p>Strong customer service orientation</p></li><li><p>Effective problem-solving and troubleshooting methodology</p></li><li><p>Clear verbal and written communication abilities</p></li><li><p>Attention to detail and thorough documentation practices</p></li><li><p>Patience and empathy when dealing with frustrated users</p></li><li><p>Team collaboration and cooperation</p></li><li><p>Reliability and dependability</p></li><li><p>Ability to work under pressure during system outages</p></li></ul><p></p><p><b>Knowledge and Experience</b></p><ul><li><p>0-2 years of experience in IT support or related technical role</p></li><li><p>Experience with common business applications and productivity tools</p></li><li><p>Basic understanding of clinical research applications beneficial, but not required</p></li><li><p>Familiarity with regulated environments a plus</p></li></ul><p></p><p><b>Education</b></p><ul><li><p>Associate&#39;s degree in Information Technology, Computer Science, or related field preferred</p></li><li><p>High school diploma or equivalent with relevant technical training required</p></li></ul>