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Technical Support Specialist

  • Jan 13, 2020
  • Burlington, MA

Description

At Decision Resources Group (DRG), our mission is to provide health insights that change lives. We are the premier provider of high-value healthcare analytics, data and insights products and services to the world’s leading pharmaceutical, biotechnology, and medical technology companies.

We’re looking for a skilled Tech Support Specialist in our Burlington office. The position will provide first level support to Burlington staff and Global locations. Using telephone and remote desktop software the user will work to close remote and local office tickets. They will be expected to work with IT contacts as needed to help solve computer issues and to enforce software standards and practices. They will be called upon to assist desktop support technicians as needed.

Primary Responsibilities

  • Responsible for troubleshooting all desktop computer hardware, software, and peripherals.
  • Perform software installs and lean in-house software configurations as required.
  • Provide basic server/network administration related to user accounts, password resets, and other admin console tools.
  • Assist staff with remote VPN connectivity configuration, troubleshooting, and instruction. Configure smartphones (iPhones/Androids) with corporate email services, provide user instructions, and support and troubleshoot the devices as required.
  • Provide prompt response, resolution, and follow up to all user help desk requests.
  • Log all help desk calls daily using ITSM service desk software.
  • Requirements

  • 0 to 2 years of Desktop Experience
  • Strong IT aptitude. Must be a person willing to learn new technologies and work with a global technical team.
  • Strong analytical and problem-solving skills.
  • Solid verbal communications skills with ability to convey technical concepts to non-technical users.
  • Ability to prioritize multiple tasks and respond effectively to changing business requirements
  • Comfortable working within a global IT group and willingness to contribute in a team-oriented way.
  • Benefits

    About Us

    Decision Resources Group offers a competitive compensation package and medical, dental, vision and life insurance programs from first day of employment. We also offer a 401(K) retirement plan after two complete months of employment. Our community of over 1,300 people across 17 offices in North America, Europe and Asia include the world’s top experts, analysts, forecasters, and problem-solvers who are passionate about providing critical insights to the healthcare industry. At DRG, we know that better understanding of data leads to better application of data, which is why our experts partner with our clients to transform varied bodies of data into the evidence required to make well-informed business decisions.

    Decision Resources Group is proudly committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.

    #LI-MD1 

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