Who: Quorum Review
Position: Senior Support Specialist
Where: Seattle
What: Quorum Review is a leading Independent Review Board (IRB) operating in the US and Canada. Our review of clinical research information ensures the safety and well-being of people participating in clinical trials and we strive to provide researchers with services that are always accurate, expedient, fully compliant, and easy to navigate. We are passionate about service and about the role that technology plays in supporting a customer focus that has grown our business.
Quorum’s workplace environment offers an informal office environment, open door policy, and strong mentorship from existing staff and management. Our office is in downtown Seattle with customers across North America. Quorum offers competitive pay and benefits for this position.
Responsibilities:
Quorum Review’s Information Technology Department is looking for technical customer service all-star to join its team as a Senior Support Specialist. Our top candidate is a leader who creates followership, fosters collaboration and drives towards success.
Some of the things you will be doing include:
• Responsible for end-user device installation, maintenance, tracking, and troubleshooting, and the documentation and verification of specific steps taken.
• Screens, prioritizes, and fulfills helpdesk tickets and reports on status.
• Escalates helpdesk requests in a timely fashion to other technicians, as necessary.
• Tracks and monitors problem resolution rates and status for all active IT related helpdesk tickets.
• Provides in-person, telephone, and remote technical assistance for IT supported solutions.
• Provides mentorship to helpdesk personal.
• Coordinates and manages activities with the other helpdesk personal.
• Conducts day-to-day IT Department organizational tasks, including: Tracking and replenishing IT inventory, ordering, receiving, tracking and distributing purchased products and organizing and maintaining clutter-free IT storage, staging and personal work areas
• Follows applicable IT Department and Company Procedures.
• Proactively learn and utilize new technologies, concepts, and procedures as appropriate to project requirements.
• Responsible for routine system administrative tasks.
• Other duties as assigned.
You love helping people with their IT needs and thrive in a fast paced high volume environment. In order to be successful you are highly organized, technically astute, personable, perseverant, and enjoy solving problems. You are highly proficient in identifying customer needs and ensure you will follow-up within an established framework or policy. You are skilled at diagnostic information gathering, possess excellent communication skills and pride yourself on your ability to build collaborative relationships. You are a natural leader and enjoy the opportunity to lead and mentor team members. You are not daunted by what is around the corner and remain flexible in order to meet any challenge. You are committed to doing what is right for the business and your department.
Requirements:
• 2+ years of experience as a helpdesk lead.
• 3+ years of experience in running, troubleshooting, and configuring Microsoft Windows workstation products.
• Familiarity with the Windows 7, 8 operating systems.
• Familiarity with systems monitoring software (SCOM), and ticketing system (SCSM) (preferred)
• Familiar with workstation security configuration, including local and network accounts, user permission, etc.
• Proficient in Microsoft Office Suite
• Strong problem solving skills
• Effective verbal and written communication skills
• Customer service skills
• Effective interpersonal skills
How: Apply Here
