Support Technician

Support Technician

Charter Research is a highly experienced and quickly growing clinical research company, based in Florida and Illinois, that is looking to add to our team to help us fulfill our mission of discovering future medicines. Our company is privately owned and prides itself on providing exceptional patient experience to our participants, as well as offering agile recruitment strategies to our sponsors. Above all, we are a team, and we are seeking the right team member to add to our foundation in Orlando.

The Support Technician supports company-wide information technology (IT) operations to ensure the delivery of efficient, high-quality technical services. In this role, the technician maintains the day-to-day stability, maintenance, and security of all IT-related systems across all Charter Research locations.

Responsibilities

1. Monitor and maintain all corporate computers, applications, systems, networks, and cloud resources.
2. Install, configure, and test all hardware and software components.
3. Manage user identity tasks, including account creation, access rights, and permissions.
4. Ensure secure data storage and regular backups in alignment with the disaster recovery program.
5. Support email security initiatives, including phishing simulations, security training, and best practices.
6. Diagnose and resolve hardware, software, and application faults.
7. Provide IT support and training to users in person, by phone, and by electronic communications.
8. Deliver on-site support at the Orlando and The Villages locations, with remote or on-site support for additional locations, as needed.
9. Develop and maintain comprehensive system documentation, IT policies, and procedures.
10. Manage operational relationships with internal stakeholders, external vendors, and service providers.
11. Evaluate emerging technologies to identify continuous improvement opportunities for the IT environment.
12. Perform other duties as assigned.

Knowledge, Skills, and Abilities

1. Advanced knowledge of Microsoft 365 and related software.
2. Hands-on experience supporting directory services, SaaS/PaaS/IaaS, and device management.
3. Strong comprehension of operating systems, networks, firewalls, VPN, and related technologies.
4. Ability to methodically isolate, diagnose, and resolve complex technical problems with minimal disruption to business operations.
5. Ability to translate complex technical jargon into clear, actionable instructions for non-technical team members.
6. Demonstrated patience, empathy, and a high-quality mindset when supporting internal personnel.
7. Excellent organizational habits combined with strict attention to detail in system configurations and data tracking.

Qualifications

Education

Associate degree in Information Technology, Computer Science, or a related technical field preferred.

Experience

1. At least 2-4 years of experience in a dedicated IT help desk, technical triage, or desktop support role.
2. 2+ years of experience managing and supporting Microsoft online environments and directory services, including applications, policies, and integrations, preferred.
3. 2+ years of experience implementing and supporting MDM, helpdesk applications and workflows, building and deploying hardware using consistent and secure baselines, preferred.

Physical Requirements

1. Prolonged periods of sitting at a desk and working on a computer.
2. Ability to lift up to 50 pounds and move hardware including large printers, laptops, monitors, switches; work in network closets, under desks, and routing cables.
3. Ability to drive to Charter Research sites in The Villages and Orlando 2-3 times per week.
4. Ability to travel to other sites as needed.

Charter Research provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, and local laws.