Enterprise Support Specialist
Medidata: Conquering Diseases Together
Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com.
The Enterprise Support Specialist assists corporate end-users in corporate offices and remote locations globally with technical support of approved desktop/laptop computers, applications and related technologies. Support includes specifications, installation and testing of computer systems and peripherals within established guidelines of approved Medidata standards and processes.
The employee in this position also assists in the creation, maintenance and versioning of documentation related to Desktop Support processes, procedures and associated guidelines. The position’s responsibilities require independent analysis, communication and problem-solving. Work is performed with little supervision and requires initiative and judgment.
Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines
Work with vendor support contacts to resolve technical problems with desktop computers, peripheral equipment and software
Work with ES Systems and Network team to determine and resolve problems received from clients
Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including file servers, email servers, print servers, application servers, and administrative systems
Train end-user community on appropriate use of approved Medidata hardware, software and peripheral equipment as required by Standard Operating Procedures
Recommend and/or perform upgrades on desktop/laptop systems to ensure uptime
Ensure all Medidata approved desktops, laptops and peripheral hardware is accurately inventoried and perform maintenance/spot checks with user community validating equipment is correctly assigned
On a daily basis, maintain asset management systems tracking all hardware and software items utilized by end-user community by fully understanding the Enterprise Support asset management lifecycle and following established asset management procedures
Work with Finance and internal ES staff facilitating approved purchases of hardware, software and other technologies within the guidelines of Standard Operation Procedures
Coordinate with Enterprise Support engineers, collect/validate functional requirements of technical solution/s to determine whether researched solution is viable for purchases
Actively maintain and replenish commonly-used computer supplies necessary for day-to-day Enterprise Support operations
Work with Issue Tracking System to review, acknowledge, remedy and resolve all assigned end-user tickets in timely manner
Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
Ensure that all Medidata computers globally interconnect seamlessly with systems including file servers, email servers, application servers and administrative systems
Maintain and provide telephone system support and assistance
Perform other job-related duties as assigned or directed
Respond and contribute to Business Continuity and Disaster Recovery circumstances relating to planned and unplanned events
Actively participate in scheduled off-hour operations, weekend work and on-call rotation shifts
Travel domestically or internationally to support global offices and events
Demonstrated proficiency supporting Windows 10 desktop/laptop PCs
Experience supporting Mac OSX desktop/laptop systems
Demonstrate an understanding of basic Networking concepts including TCP/IP
Familiarity with common workplace productivity computing applications, e.g. Microsoft products suites, email clients, calendaring, Internet usage, Antivirus, inventory management and backup procedures
Experience installing software, patches, updates on Desktops, Laptops, Peripheral equipment and Servers
Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop PCs
Analytical problem solving and troubleshooting skills; ability to learn new software applications quickly
Experience troubleshooting basic network, software, printing problems
Daily commitment to high-quality results, Strong work ethic and Customer Service Excellence
Ability to work both independently and as a team member
Excellent verbal and written communication skills, including via telephone
Ability to lift and handle packages/hardware with the approximate weight of 50 pounds or more
Ability to travel domestically and possibly internationally to support Medidata offices and events
Your Education & Experience:
Four-year undergraduate degree in computer science or related field required; or equivalent years of experience
Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Fifteen of the top 15 best-selling drugs in 2017 were developed on the Medidata platform.
Medidata’s solutions have powered over 24,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.
Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.