IT Service Desk Administrator

What We Do 

Care Access is delivering the future of medicine today! Care Access has a revolutionary model that breaks down traditional barriers to clinical trials that limit participation among physicians and patients to 3%. By removing this bottleneck, Care Access is helping accelerate the approval and delivery of critical and life-saving therapies.

Who We Are 

We care. Our people are the engines behind our mission: to revolutionize access to clinical trials for the benefit of patients everywhere. We care for one another, find new ideas to accelerate medicine, and seed a long-term impact for generations.

Position Overview 

Our technology team is searching for a Service Desk Administrator to join our IT Operations team in building, maintaining, and supporting robust technical solutions. Must have a thorough knowledge of computer software and hardware, internet applications, networks, and operating systems. The ideal candidate will also understand process design, have great troubleshooting abilities and attention to detail, knowledge of metrics and presentation skills, and be ready to make significant contributions to our IT Service Management ecosystem.

What You’ll Be Working On

· Participate in service desk support escalation – must be ready and willing to provide expert support at the tier 2-3 level.

· Draft, document, and improve IT processes and workflows

· Perform advanced troubleshooting to diagnose and resolve problems

· Track requests in the ITSM ticketing system and assign/escalate appropriately

· Participate in research, planning, implementation, and support of technical projects

· Analyze and present reviews of incident, service request, and problem resolutions to management

· Assist in configuring workstations for compliance, security, and performance

· Fulfill hardware and software procurements within established limits.

· Maintain endpoint maintenance schedule (software updates, hardware life cycle, etc.) without impacting enterprise productivity

· Ensure security and privacy of data residing on computer systems

· Identify computer or network equipment issues and recommend solutions where appropriate

Working Hours: Generally, US business hours are required. Some after-hours or on-call work may occur

Physical and Travel Requirements

- This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.

What You Bring 

Knowledge, Skills, and Abilities: 

5+ years’ experience in an IT support or systems (or related) role

Proven experience as IT Support Representative or relevant position

Excellent diagnostic and problem-solving skills

Excellent communication ability

Excellent organizational and time-management skills

In depth understanding of diverse computer systems and networks

Solid working knowledge of internet security and data privacy principles

Working knowledge of HIPAA and GCP regulations

Certifications/Licenses, Education, and Experience: 

Degree in Information Systems, Computer Science, engineering, or relevant field

3+ year of experience with enterprise customers, preferably as an SME

Relevant certifications will be an advantage (e.g., CompTIA, Microsoft)

Benefits (US Full-Time Employees Only)

PTO/vacation days, sick days, holidays.

100% paid medical, dental, and vision Insurance. 75% for dependents.

HSA plan

Short-term disability, long-term disability, and life Insurance.

Culture of growth and equality

401k retirement plan

Diversity & Inclusion 

We serve patients and researchers from diverse cultures and communities around the world. We are stronger and better when we build a team representing the people we aim to support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission. We value diversity and believe that unique contributions drive our success.

At Care Access, every day, we are advancing medical breakthroughs. We’re uniting standard patient care with cutting-edge treatments and research. Our work brings life-changing therapies to those in need and paves the way for newer and greater treatments to reach the world. We’re proud to advance these breakthroughs and work with the big players while engaging with the physicians and caring for patients. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Care Access is unable to sponsor work visas at this time. 

Employment Statement

Care Access complies with all employment laws and regulations with respect to its employment practices, terms and conditions of employment, and pay equity and wages. Care Access does not engage in any unfair or forced labor practice and does not tolerate, under any circumstances, the use of any form of forced or involuntary labor, child labor, or human trafficking. This extends to suppliers, partners, or other third parties with whom Care Access does business. Care Access values and promotes the protection of human rights everywhere.