Help Desk Support Specialist(MDM)

Job Summary:

Provide hands-on technical support to study participants during scheduled clinical research visits. Assist with mobile phone setup, device migration, Apple Watch configuration, application installation, and troubleshooting to ensure accurate data collection and seamless participant experience. Serve as the primary point of contact for technical issues while maintaining compliance with study protocols, data privacy requirements, and regulatory standards.

Key Responsibilities

• Provide in-person technical support to participants during clinical study visits.
• Assist participants with transferring and porting mobile devices to the required study platform.
• Configure, activate, and pair Apple Watches and other wearable devices with participant smartphones.
• Install, configure, and verify study-related applications, user accounts, and device settings.

Required Skills & Qualifications

• Basic knowledge of iOS and Android mobile operating systems.
• Experience setting up smartphones, wearable devices, and mobile applications.
• Ability to troubleshoot common mobile device, connectivity, and software issues.
• Strong customer service and participant-facing communication skills.
• Excellent verbal and written communication abilities.
• Strong attention to detail and documentation skills.
• Ability to multitask and manage multiple participant appointments efficiently.
• Problem-solving and analytical skills with a focus on delivering timely resolutions.
• Proficiency with Microsoft Office applications and data entry systems.
• Ability to follow study protocols, standard operating procedures (SOPs), and security guidelines.