Senior Support Administrator, IT Operations - Austin, TX - Office Based

Who we are

We’re a global, midsize CRO that pushes boundaries, innovates and invents because the path to a cure for the world’s most persistent diseases is not paved by those who play it safe. It is built by those who take pioneering, creative approaches and implement them with quality and excellence.

We are Worldwide Clinical Trials, and we are a global team of over 3,500+ experts, bright thinkers, dreamers and doers and, together, we are changing the way the world experiences CROs – in the best possible way.

Our mission is to work with passion and purpose every day to improve lives and we are looking for others who value this same pursuit.

Why Worldwide

We believe everyone plays an important role in making a world of difference for patients and their caregivers. From our hands-on, accessible leaders, to our cohesive and supportive teams, we are committed to enabling professionals from all backgrounds and experiences to succeed. We prioritize cultivating a diverse and inclusive environment that continues to promote collaboration and creativity. We are proud to be a workplace where people thrive by being themselves and are inspired to do their best work every day. Join us!

What the IT Department does at Worldwide 

The IT department is made up of seasoned professionals united in one common goal: to keep Worldwide’s technical infrastructure operating at the highest levels for our employees and our customers. We are a global team comprised of numerous professionals including cyber security, artificial intelligence, IT helpdesk, application support, and more. 

What you will do Helpdesk 

• Provide Tier 1 IT support to Worldwide employees and follow up on incidents and user requests to closure within SLA timeframes 

• Input all incidents, requests, and related support information in timely and accurate manner into the IT Operations Support ticketing system 

• Maintain an accurate registry of hardware and software assets both in stock and in use by Worldwide employees 

• Ensure that all equipment is correctly identified and tagged 

• Search for any illegal software installed in Worldwide systems and inform the manager about any license compliance issues 

• Stay up-to-date with hardware and software changes that could impact the systems and their operation by Worldwide employees 

• Ensure that there is always available stock of equipment and accessories for users that can be deployed quickly for new employees or as replacement for faulty equipment 

• Work with other team members to setup and maintain a standard image for computer systems to allow for quick deployment of new laptops and PCs 

• Understand and apply group policies and other configuration measures that will improve the security, performance and reliability of equipment used by Worldwide employees 

Documentation & Training 

• Write, review and keep up-to-date documents and guides to be used by both IT Operations Support Administrators and Worldwide employees 

• Create, update, and encourage the use of the IT Support Portal both by IT Operations Support Administrator and Worldwide employees 

• Train users in the use of computer equipment, software, and connectivity solutions 

What you will bring to the role 

• Technical 

• Task orientated, capable of taking ownership of incidents from the moment they are received until their resolution is completed  

• Basic knowledge of server hardware and software (Windows 10/11, Windows Server 2012R2 and 2016 and 2019, Exchange 2013 on-prem and O365)  

• Excellent working knowledge of:  

• IT Operations ticketing system   

• setup, diagnostic and troubleshooting of laptops, workstations, printers, scanners, copiers, etc  

• ghosting & synchronization software (WDS/SCCM)  

• MS Office 365 and other software applications such antivirus, remote support tools, Adobe, etc  

• setup and troubleshooting of internet connectivity and related hardware   

• Mobile applications (iOS and Android)  

• MacOS 

• Excellent verbal and written communication and interpersonal skills, including good listening skills and ability to empathize 

• Flexible, adaptable, and able to work under pressure and efficiently multitask 

• Self-motivated and self-starter 

Your experience 

• Excellent command of written/oral English (technical) 

• 2 to 4+ years technical experience including extensive customer service experience 

• Excellent analytical and consultative/customer service 

• Bachelor’s degree in related discipline preferred or equivalent work experience

We love knowing that someone is going to have a better life because of the work we do. 

To view our other roles, check out our careers page at Discover a world of difference at Worldwide! For more information on Worldwide, visit www.Worldwide.com or connect with us on LinkedIn.

Worldwide is an equal opportunity employer that is committed to enabling professionals from all backgrounds and experiences to succeed and, to that end, we prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and creativity. We know that when our employees feel appreciated and included, they can be more creative, innovative, and successful. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We provide equal employment opportunities to all employees and applicants regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, military status, or other class protected by applicable law.