When our values align, there's no limit to what we can achieve.
At Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.
Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference.
Job Purpose
- Level 3 Escalation Support: Serve as the tier 3 escalation point for the Support teams, taking ownership of complex, non-routine desktop, OS, and productivity application issues.
- Problem-Solving & Root Cause Analysis: Methodically diagnose advanced technical issues, conduct root-cause analysis, and build permanent solutions or knowledge-base documentation to prevent recurring tickets.
- Clear Communication & Customer Focus: Act as a patient, clear communicator between end users, support staff, and engineering teams—translating complex issues cleanly and maintaining a strong customer service standard.
- Endpoint & Virtual Desktop Operations (Growth Focus): Assist with the support and administration of our modern endpoint estate (Microsoft Intune) and Azure Virtual Desktop (AVD) environments, building hands-on experience.
- Standardization & Efficiency: Maintain standard computing environments, support software distribution, create documentation and help identify process improvements that elevate the overall employee technology experience.
Core Skills & Competencies
- Analytical Problem-Solving: A methodical approach to troubleshooting; ability to logically break down complex technical issues and resolve root causes rather than applying temporary fixes.
- Customer Service & Interpersonal Skills: Strong, client-focused mindset with excellent written and verbal communication skills. Able to translate technical concepts into simple language for end users and collaborate with peer teams.
- Adaptability & Growth Mindset: Eagerness to learn new technology stacks (cloud desktop management, modern deployment) and take on varied tasks with enthusiasm.
- Organization & Prioritization: Proven ability to manage escalated tickets, maintain attention to detail, and meet service delivery targets without direct daily supervision.
- Team Collaboration: Ability to work effectively in a matrixed environment, share knowledge openly with Tier 1/2 teams, and collaborate across infrastructure and application groups.
Knowledge & Experience
- 3–5+ years of progressive experience in Enterprise Desktop Support, Helpdesk, or Tier 2/3 Escalation roles.
- Advanced Desktop & OS Mastery: Deep practical experience remotely troubleshooting Windows 10/11 operating systems, standard enterprise software, peripheral configurations, and complex user profile issues.
- Root-Cause Troubleshooting: Demonstrated success diagnosing hardware conflicts, system crashes, software incompatibilities, and registry/policy issues.
- Intune & AVD Exposure (Preferred): Working knowledge of or exposure to Microsoft Intune (device management, software distribution) and Azure Virtual Desktop (AVD). In-depth engineering expertise is not required, but foundational familiarity is a plus.
- Basic Connectivity: General understanding of client networking concepts (VPN, Wi-Fi, basic IP/DNS connectivity) strictly as it relates to remote endpoint troubleshooting.
Education & Certifications
- Education: College degree in Information Technology, Computer Science, or equivalent practical enterprise support experience.
- Certifications (Optional): CompTIA A+, MD-102, or relevant desktop support credentials are a plus.
Skills Required
- 3-5+ years of progressive experience in enterprise desktop support, helpdesk, or Tier 2/3 escalation roles
- Advanced practical experience troubleshooting Windows 10/11, enterprise software, peripherals, and complex user profile issues
- Demonstrated ability to diagnose hardware conflicts, system crashes, software incompatibilities, and registry or policy issues
- General understanding of VPN, Wi-Fi, IP, and DNS connectivity for endpoint troubleshooting
- College degree in Information Technology, Computer Science, or equivalent practical enterprise support experience
- Working knowledge of or exposure to Microsoft Intune and Azure Virtual Desktop
- CompTIA A+, MD-102, or relevant desktop support certification
Parexel Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Parexel and has not been reviewed or approved by Parexel.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, vision, HSA/FSA options, and company-paid disability insurance. Descriptions often portray the package as strong or “top notch,” adding meaningful value.
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Retirement Support — Retirement offerings include a 401(k) with company matching and, in some regions, generous pension contributions. Core financial protections are emphasized as a solid part of the total rewards.
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Leave & Time Off Breadth — Time-off programs include ample PTO or flexible/unlimited RTO alongside flexible schedules and remote/hybrid options. Work-life balance support from managers is highlighted as a practical advantage.
Parexel Insights
What We Do
Parexel is among the world’s largest clinical research organizations (CROs), providing the full range of Phase I to IV clinical development services to help life-saving treatments reach patients faster. Leveraging the breadth of our clinical, regulatory and therapeutic expertise, our team of more than 21,000 global professionals collaborates with biopharmaceutical leaders, emerging innovators and sites to design and deliver clinical trials with patients in mind, increasing access and participation to make clinical research a care option for anyone, anywhere. Our depth of industry knowledge and strong track record gained over the past 40 years is moving the industry forward and advancing clinical research in healthcare’s most complex areas, while our innovation ecosystem offers the best solutions to make every phase of the clinical trial process more efficient. With the people, insight and focus on operational excellence, we work With HeartTM every day to treat patients with dignity and continuously learn from their experiences, so every trial makes a difference. For more information, visit parexel.com. Community Guidelines Because Parexel’s social media channels are open to the general public and employees, we are not responsible for views expressed other than our own. However, we do not tolerate posts that are: • Abusive, harassing or threatening to others. • Defamatory, offensive, obscene, vulgar or depicting violence. • Hateful targeting by race/ethnicity, age, color, creed, religion, gender, sexual preference or orientation, nationality or political beliefs. • Sexually explicit or pornographic. • Fraudulent, deceptive, libelous, misleading or unlawful. • Referencing criminal or illegal activity. • Spamming. We reserve the right to remove any comments that do not adhere to our guidelines as well as report users who violate the rules of our page.
