• IT Support Specialist I

    Job Location US-MA-Boston
    Mon-Fri, 9-5
    Regular Full-Time
  • Overview

    ERT is a global data and technology company that minimizes uncertainty and risk in clinical trials so that customers can move ahead with confidence. With nearly 50 years of clinical and therapeutic experience, ERT balances knowledge of what works with a vision for what’s next, so we can adapt without compromising standards.

    Powered by the company’s EXPERT® technology platform, ERT’s solutions enhance trial oversight, enable site optimization, increase patient engagement and measure the efficacy of new clinical treatments while ensuring patient safety. Since 2014, more than half of all FDA drug approvals came from ERT-supported studies. Pharma companies, biotechs and CROs have relied on ERT solutions in 10,000+ studies spanning more than three million patients to date. By identifying trial risks before they become problems, ERT enables customers to bring clinical treatments to patients quickly — and with confidence.



    Our Boston Office is looking for an IT Support Specialist I  to providw a high level of PC hardware and software support for our local and remote users.


    Essential Duties and Responsibilities:

    1. Works not so much autonomous and independent day-to-day, and requires regular checks in with Manager for strategic direction
    1. Images & configures laptops following a predefined set of instructions / checklists
    2. Troubleshoots computer hardware
    3. Troubleshoots & installs of computer software
    4. Desk setups & relocation of equipment (monitors, docks, keyboards, mice)
    5. Use ticketing system to see work assigned in queue, track progress of issues to completion and document troubleshooting process
    6. Field a wide-variety of I.T. Support tickets (file server access, VPN connectivity, Google Apps, account lockouts, domain re-joins)
    7. Builds rapport with Users
    8. Helps with Document Management Application Support with a focus on UI level administration
    9. Troubleshoots Document Management end-user tickets
    10. Has basic English skills in speaking, reading and writing

    Other Duties and Responsibilities:

    1. Perform other related duties as required by Management


    The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required. This job description and any attachments do not constitute or represent a contract.


    Qualifications and Skills Needed:

    1. College level or higher or equivalent work experience.
    2. Must be punctual and accountable for work done
    3. Experience with system imaging software desired but not required
    4. Familiarity with (mainly) Windows OS is a must, but some Mac is also a plus
    5. Must be eager to learn but also understand that process needs to be followed and work assigned needs to come first
    6. Must be personable; previous customer service experience a plus
    7. Knowledge-Base article authoring experience a plus
    8. Optional: Must be able to lift 50lbs.


    ERT is an equal opportunity employer and all qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


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