IT Operations Administrator

Emmes Services Pvt. Ltd , ("Emmes") is searching for IT Operations Administrator in Clinical Research located in our Bangalore, India office. Emmes provides flexibility for office location preference, dependent upon position.

EMMES Services Pvt. Ltd, Bangalore, a fully owned subsidiary of The Emmes Company, LLC. Emmes is a Contract Research Organization (CRO). Headquartered in Rockville, Maryland, Emmes employs over seven hundred staff worldwide with offices located in Frederick, Maryland, Tysons Corner, Virginia, Vancouver, Canada and Bangalore, India. Ranked as a top area workplace of choice by the Washington Post, Emmes fosters an environment of collaboration, professional growth, and exceptional work life balance.

Our studies impact public health initiatives on a global scale occurring in more than sixty countries spanning across six continents. We are dedicated to providing statistical and epidemiological expertise, computer systems deployment, data management, study monitoring, regulatory guidance, and overall operational support to clients engaged in biomedical research. Emmes offers support for the entire process of clinical trials from study design and protocol development through data analysis and manuscript generation.

Primary Purpose

The IT Operations Administrator supports day-to-day needs for IT operations, network infrastructure, servers, desktops/laptops, and end user support.

Responsibilities

• Performs administration, monitoring, maintenance, patching, upgrades, and support of IT operations infrastructure
• Responsible for system administration of servers, workstations, mobile devices, and other IT hardware, devices, and platforms such as O365, VPN, VDI, consisting of installation, configuration, and management of operating systems and software
• Assists with backup and disaster recovery processes and network security
• Assists with the development and maintenance of IT documentation and communicate highly technical information to both technical and nontechnical personnel
• Provides Help Desk support in accordance with service level agreements during business hours and periodic after-hours support as needed
• Assists IT Operations Manager in implementing and maintaining best practices around activities such as quality and customer service standards, incident management, problem resolution, change management, and production support, which requires an up-to-date knowledge of current IT technologies and best practices
• Collaborates with IT Technicians and other staff on Help Desk tickets and assists with issues and escalations as needed
• Provides exceptional customer service, efficient analysis, and resolution of incidents and problems
• Identifies trends and enhances process to increase productivity and maintain high client satisfaction
• Assists with development of IT policies, IT Standard Operating Procedures (SOPs), and department processes
• Assists with the design and implementation of efficient work processes, schedules, and checklists to ensure routine group and other related activities are performed in accordance with corporate and service-specific SOPs and applicable regulatory requirements
• Assists in the development of IT and infrastructure projects including team coordination
• Other duties as assigned

Experience

• Bachelor's degree in Computer Science, Cyber Security, Engineering, Information Systems, or demonstrated equivalent work experience
• 3-4 years of related work experience
• Outstanding problem-solving, attention to detail, organizational, and reasoning skills
• Highly motivated individual who can work autonomously and as a team member
• Troubleshooting experience
• Windows server administration
• Experience with:
  • Microsoft Active Directory
  • VMWare and VDI
  • Office 365 administration
  • Power Shell or other scripting languages
  • Mobile Device Management
• Help desk or customer support experience
• Linux Server administration is preferred
• ITIL or similar certification is preferred

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The Emmes Company, LLC is an equal opportunity affirmative action employer and does not discriminate in its selection and employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, protected veteran status, genetic information, age, or other legally protected characteristics.