Information Technology Support Engineer

Imaging Endpoints (IE) is an Imaging Technology and Imaging Clinical Research Organization (iCRO). We are passionately focused on our vision to Connect Imaging to the CureTM. Everything we do is aligned with this singular purpose. We work every day excited to advance imaging science, technology, and services to bring curative technologies to humankind. We have supported many of the most impactful new drug approvals in oncology, and we are seeking the most talented individuals globally that are passionate in their desire to assist us in our mission to customize each clinical trial’s imaging to optimize the opportunity to demonstrate efficacy.

Imaging Endpoints is based in Scottsdale, Arizona, with offices in Cambridge, Massachusetts;
London, UK;
Leiden, Netherlands;
Basel, Switzerland;
Hyderabad, India and Shanghai, China. We are an affiliate of Honor Health, one of the largest healthcare systems nationally, and Scottsdale Medical Imaging Limited (SMIL/Rad Partners), the largest private radiology group in the United States. We are recognized as the world’s largest and most preeminent iCRO in oncology.

The IT Support Engineer is responsible for providing first level support to internal IE Users and external IE Users, including but not limited to, Medical Professionals. IT Support Engineer is responsible for activities related to onboarding users and Medical Professionals and for the execution of standard operating procedures (SOPs) under the direction of assigned Innovation and IT Leadership.

IT SUPPORT ENGINEER

RESPONSIBILITIES
Receive and configure laptops for users.
Provide desktop support to users including Microsoft O365 and other applications.
Administration and troubleshooting of Office 365, MS Teams, Zoom, Sharepoint, Adobe Acrobat, Streams app, Citrix VDI for end users
First-level network troubleshooting.
Work on Asset Management related aspects for endpoints, server inventory, other peripherals, etc.,
Support Cloud administration and configuration activities
Respond to alerts triggered by failures or warnings in the IT environment.
Account management including On-boarding and Separation.
Perform first-level windows server administration including activities related to Active Directory, Print Server, Group Policy, etc., administration.
Perform administration of various imaging applications including but not limited to PACS, Mint, OsiriX, etc.,
Work on image exports, study archival, data exports and reconciliation.
Execute SOP (standard operating procedures) requests.
Help with drafting SOPs and RCA documentation
Coordinate with vendors as required
Adhere to ticket quality parameters for incident and service request tickets along with meeting SLAs
Provides a shift handover at the end of his/her shift.
Works on shifts as assigned.
Other duties as assigned.

EDUCATION AND EXPERIENCE
Bachelor of Science in Information Technology, Computer Science is preferred or related field.
Minimum of two (2) years or equivalent Service Desk experience.
Microsoft 365 certification is preferred.
Experienced in handling users from different regions and should be able to communicate seamlessly.
ITSM process knowledge with ITIL foundation certification

SKILLS
Knowledge of desktop and laptop hardware.
Knowledge of Windows 10 and Office Suite Applications.
Knowledge of Windows server, including knowledge of Active Directory, Print Server, Group Policy, preferred.
Knowledge of Microsoft Office 365, preferred.
Knowledge of TCP/IP and network preferred.
Knowledge of Citrix preferred.
Service-oriented approach, flexible, and proactive.
Must have superior attention to detail and excellent oral and written communication skills.
Self-driven, ability to get the job done with little supervision, positive can-do attitude.
Ability to excel in a team environment.
Ability to work in strict compliance with all procedures, rules, and regulations.
Maintain strict confidentiality of sensitive data, records, files, conversations, etc.
Must have ability to grasp new concepts quickly.
Ability to adapt quickly changing dynamics of the organization and industry.
Prior knowledge of scripting/automation is going to be a big plus.
Knowledge of ticketing and remote management…