IT Support Specialist

Proclinical is seeking to hire a hybrid IT Support Specialist located in Collegeville, PA.

Job Responsibilities:

• Write, edit, and revise IRT help desk Knowledge Bases, Hands on exercise Maintenance and Help Desk training documents for all Tier Level Support (CSHD, IRT Support and IRT IT Support).
• Identify and escalate situations requiring Critical, Urgent, High, Medium or low attention following the Help Desk Support Escalation process.
• Follow up with IRT customers (End Users) to ensure full resolution of Inquiries/Issues.
• Run incident management system reports to analyze common complaints and/or Root causes and inform IRT management of recurring problems.
• Proactively advise on the study resupply strategy configuration to ensure IRT and shipping systems are used to optimum efficiency.
• Proactively communicate issues to the other members of the IRT team and Supply Chain Study Lead and/or Clinical Development personnel, where appropriate maintaining integrity of the Investigational Clinical Trials.
• Perform study/site/subject data changes via the IRT in accordance to the Help Desk Standard Operating Procedures.
• Perform manual drug dispensation and verification activities on behalf of the Site staff user, when required, using the IRT system.
• Create ad-hoc reports, Study Specific User Manuals, and Knowledge bases request as needed.
• Provide information to investigate Near Misses & Stock-outs to implement process improvements.

Skills and Requirements:

• Degree or equivalent experience
• Minimum of 0-1 year related experience in incident management, IRT system, and/or clinical supplies
• Demonstrate fundamental knowledge of computer systems
• Ability to maintain accurate records and files in accordance with our policy, cGMPs, and SOPs
• Proven computing skills & experience with various software: Excel, Word, PowerPoint, Visio, MS Project, Incident Management systems, etc.
• Proven ability to work in a matrix team
• Detail-oriented and possess the ability to handle multiple tasks
• Experience in working with customer relations
• Exhibit excellent oral and written communication skills
• Good interpersonal skills
• Good planning and coordination skills
• Problem solving skills

If you are having difficulty in applying or if you have any questions, please contact Jackie Cerchio at (+1) 267-846-2026 or j.cerchio@proclinical.com.

Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies.

Proclinical Staffing is an equal opportunity employer.

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