IT Support Specialist I
Primary Location: Germany, Berlin Job ID R0000039478 Category IT
About this Role
We are currently hiring an IT Support Specialist I to join our team in Berlin! In this role you will provide first-level technical support and assistance to end users within Parexel, ensuring the effective operation of computer systems, software applications, and peripheral equipment. The IT Support Specialist I serves as the initial point of contact for IT-related issues, troubleshooting and resolving common technical problems while maintaining high levels of customer service to enable uninterrupted workflow for employees!
Key Accountabilities
Respond to and resolve user requests and incidents through the service desk ticketing system
Provide first-level troubleshooting for hardware, software, network, and peripheral issues
Configure and install computer equipment, software applications, and peripherals
Perform basic diagnostics to identify technical problems and determine appropriate solutions
Escalate complex issues to appropriate IT teams following established procedures
Document all support activities, including problem details and resolution steps
Follow up with users to ensure satisfactory resolution of technical issues
Create, modify, and disable user accounts according to established procedures
Reset passwords and assist users with account access issues
Manage user permissions and access rights based on role requirements
Support onboarding and offboarding processes for employees by managing their IT assets and accounts
Ensure compliance with security policies for account management
Install, configure, and update software applications used in clinical research environments
Set up workstations, laptops, tablets, and mobile devices for new and existing users
Perform basic hardware repairs and replacements (memory, hard drives, peripherals)
Assist with inventory management of IT assets and equipment
Prepare devices for deployment with standard configurations and software packages
Provide basic training to users on standard software applications and systems
Assist users with questions about software functionality and best practices
Support remote users with connectivity and access issues
Participate in routine system maintenance activities under supervision
Assist with basic network troubleshooting and connectivity issue
Support disaster recovery and business continuity testing
Assist with physical inventory audits of IT assets
Maintain accurate records of all support activities in the service desk system
Ensure adherence to IT security policies and procedures
Assist with basic security measures such as antivirus updates and patches
Report potential security incidents to appropriate personnel
Support compliance with data protection regulations in clinical environments
Maintain confidentiality of sensitive information and systems
Skills
Proficiency with Windows and/or macOS operating systems
Knowledge of standard office productivity software (Microsoft Office, Google Workspace)
Basic understanding of network concepts and troubleshooting
Familiarity with remote support tools and technologies
Basic knowledge of IT security principles and practices
Understanding of computer hardware components and peripherals
Experience with service desk ticketing systems
Basic knowledge of mobile device management
Strong customer service orientation
Effective problem-solving and troubleshooting methodology
Clear verbal and written communication abilities
Attention to detail and thorough documentation practices
Patience and empathy when dealing with frustrated users
Team collaboration and cooperation
Reliability and dependability
Ability to work under pressure during system outages
Knowledge and Experience
0-2 years of experience in IT support or related technical role
Experience with common business applications and productivity tools
Basic understanding of clinical research applications beneficial, but not required
Familiarity with regulated environments a plus
Education
Associate's degree in Information Technology, Computer Science, or related field preferred
High school diploma or equivalent with relevant technical training required
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