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