Associate IT Support Engineer | Lake Mary, FL (Onsite)

United Biosource Corporation•Lake Mary, FL

4d•Onsite

About The Position

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC, we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation. Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity. If you are seeking a career that will challenge, inspire, and reward you, join us at UBC! The On-Site Associate IT Engineer is responsible for maintaining the performance and operation of both PC hardware and software. Provides creative solutions to end-user computer systems using advanced technology Installs and troubleshoots end user computer systems, peripheral equipment and mobile devices. Participates on-call rotation as needed including nights and weekends. Delivers exceptional customer service, proactively setting expectations with customers and following up appropriately. Adheres to established service level agreements. Thoroughly document work performed in ticketing system. Maintains and tracks inventories of hardware for desktops, laptops, thin clients and peripherals in the appropriate systems. Completes project tasks as assigned. Contributes to and Implements enterprise standards and recommends system modifications to reduce user problems. Interacts with other support teams to resolve more complex problems/issues in a timely manner.

Requirements

Associate Degree in IT or related field, or equivalent experience
2+ years of experience
General knowledge of Windows 10/11, Office 365, Active Directory, OneDrive, Intune.
Conceptual knowledge of: Data networks IP telecommunications systems Audio and Video conferencing.
Good communications skills, previous customer service experience preferred
Ability to prioritize and handle multiple tasks.
Ability to learn in-depth knowledge of the tools and processes required by the role.
Functions in complex environments with minimal direction.
Shares knowledge in area of expertise.
May serve as a technical subject matter expert.
Communicate system statues, provide quality documentation, and generate reports requested while adhering to company’s standards and procedures
Attend daily/weekly meetings and interact regularly with management, clients and incumbents to consistently improving the environment
Self-motivated and works well independently under pressure as well in a group environment.
Demonstrate strong technical and troubleshooting skills (Networking, Platform and Application).
Project management skills and the ability to effectively manage multiple projects simultaneously in a high pace environment.

Responsibilities

Respond to requests for technical assistance though Track-It tickets, in person, via phone, chat or email
Diagnose and resolve technical hardware and software issues
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures
Log all help desk interactions
Follow up with customers and users to ensure complete resolution of issues
Redirect problems to correct resource
Identify and escalate situations requiring urgent attention
Resolve technical problems with Local Area Networks and Wide Area networks
Stay current with system information, changes and updates
Help update SOPs
Collaborate with team on all aspects of support