Site Support Engineer 1

IQVIA•Marietta, GA

1d•Remote

About The Position

Under general supervision, provide remote second-tier Information Technology (IT) support to end-users, aiming to restore service and identify and correct core problems. Recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems. Escalate more complex problems to the appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates. Adhere to established IT policies, procedures, and standards, ensuring conformance with information systems, goals, and procedures. Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end-user satisfaction. Provide training to end-users when indicated. Provide guidance to less experienced Service Desk staff in areas such as problem resolution and communication. Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services. Perform other duties as required. May be required to perform duties outside working hours, managed according to applicable country legislation.

Requirements

Bachelor's Degree in Computer Science or related field required.
Experience with PC software (Microsoft operating systems and application suites, email systems, etc.) within a network environment or equivalent combination of education, training, and experience required.
Working knowledge of Microsoft server, workstation, and networking technologies at an intermediate level.
Working knowledge of industry standards regarding system and network administration at an intermediate level.
Excellent verbal and written communication skills at an intermediate level.
This role is not eligible for visa sponsorship.

Responsibilities

Provide remote second-tier Information Technology (IT) support to end-users.
Restore service and identify and correct core problems.
Recreate user problems to resolve operating difficulties.
Recommend system modifications to reduce user problems.
Escalate more complex problems to the appropriate level of management.
Provide information on problems that are severe in nature or that are exceeding target dates.
Adhere to established IT policies, procedures, and standards.
Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end-user satisfaction.
Provide training to end-users when indicated.
Provide guidance to less experienced Service Desk staff.
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
Maintain a working knowledge of Service Desk and IT Operations procedures related to client services.
Perform other duties as required.
May be required to perform duties outside working hours.