IT Support Technician
The Emmes Corporation, established in 1977, is a women-owned private Contract Research Organization (CRO). Headquartered in Rockville, Maryland, Emmes employs over six 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.
The IT support technician helps computer remote users by answering questions, resolving technical problems, maintaining a company's network, and installing or updating required hardware and software.
Provide a diverse array of IT help desk support to remote users via telephone and video chat sessions
Diagnoses and troubleshoots computer system, hardware, and peripherals issues
Provides resolution and assistance to Windows related problems and printer related issues
Performs scanning and removal of viruses, malware, and spyware
Ensures exceptional customer service & support with prompt problem resolution, ticket management, and follow-up
Periodic travel between Emmes’ Rockville and Frederick offices
Flexible work schedule to accommodate different time zones help desk support
Assists with IT related project activities
Other duties as assigned
- A minimum of one year of experience as a help desk technician or other similar customer support role Computer repair/diagnostic knowledge Excellent written and verbal business communication skills with ability to concisely communicate issues to management and clients Previous help desk experience preferably focused on remote user support Excellent problem-solving skills, including ability to effectively prioritize tasks Excellent organization & time management skills to include the completion of tasks by target date Ability to carry and move equipment weighing up to 50 lbs. A+ Certification, Microsoft MCP, or Net+ desired but not required Familiarity with O365 and Microsoft Office Suite including support for Word, Excel, and Outlook Comfortable with all facets of PC, laptop hardware, setup and maintenance; including installation and configuration of hard drives, network interface cards, printers, and other PC accessories (headphones, cameras) Knowledge of Windows support & technical troubleshooting skills
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The EMMES Corporation 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.
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