IT Support Specialist II

Job Location US-PA-Pittsburgh
Temporary Full-Time


ERT's Cleveland office is looking for a long term contractor for an IT Support Specialist II role. In this role you will be providing end user support of computer hardware and software for ERT employees (local and remote). Will perform a wide variety of IT support duties to ensure the delivery of services. Will require minimal supervision and will act as lead on local site initiatives or when the need arises. Will exercise judgement when selecting and implementing procedures, escalating to next level support or management.


  1. Perform duties required in the processing of reported issues and requests in the ticketing system. Including the monitoring assigned queues (SQUADS), tracking issues progress until completion, and document troubleshooting steps/actions and resolutions.
  2. Diagnose, repair, and troubleshoot any and all ERT provided hardware, software, or other equipment to ensure optimal workstation performance
  3. Plan, track and purchase adequate supplies of hardware and software licenses needed to support personnel resources, maintain systems accessible to all users on and off-site while adhering to budgetary guidelines.
  4. Configure, coordinate and support all technical aspects of All Hands meetings and any other local medium to large scale events including audio and video setup.
  5. Develop and implement plans for testing, modifying or upgrading local file systems and applications.
  6. Assist in the testing, modifying or upgrading global file systems and applications, ensuring changes do not adversely impact corporate users/systems.
  7. Maintain and troubleshoot local site security fob and surveillance systems
  8. Examines current and submitted documentation for accuracy and completeness and addresses gaps in existing documentation.




  1. Foster and maintain excellent communications with end users and other dept.
  2. Provide local hands-on support assistance for other IT teams/dept.
  3. Participate in the rotation of and perform end user trainings
  4. Participate in on-call rotation to provide emergency after-hours support to end users
  5. 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.  ERT reserves the right to amend or change this job description to meet the needs of ERT.  This job description and any attachments do not constitute or represent a contract.


  • Fundamental understanding of computer hardware (PC, laptops, mobile devices), operating systems (Mac OS and Win7/10), TCP/IP, DNS, DHCP, VPN connectivity, VoIP, Active Directory, Server administration, account provisioning and ITIL and CMDB practices.
  • Demonstrated ability to understand and anticipate the needs of the employees and to provide solutions and recommendations that work in the real world as it relates to operations.
  • Ability to quickly adapt to changing priorities and pivot to meet immediate business needs; fast work environment.
  • Strong aptitude for analysis, logical problem solving, facilitation and conflict resolution.
  • Demonstrate excellent verbal and written communication skills to be able to adapt communication style to suit different audiences.
  • Must be able to lift and carry 30lbs.




  • College Degree in Computer Science (or equivalent combination of education and/or business experience)





  • Minimum 2 years of experience in an IT environment or related field
  • Experience working in an FDA/EMA-regulated environment is preferred
  • Minimum 2 years of experience providing customer service.


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