IT Support Specialist I

We are currently hiring an IT Support Specialist I to join our team in Berlin! In this role you will provide first-level technical support and assistance to end users within Parexel, ensuring the effective operation of computer systems, software applications, and peripheral equipment. The IT Support Specialist I serves as the initial point of contact for IT-related issues, troubleshooting and resolving common technical problems while maintaining high levels of customer service to enable uninterrupted workflow for employees!

Key Accountabilities

• Respond to and resolve user requests and incidents through the service desk ticketing system
• Provide first-level troubleshooting for hardware, software, network, and peripheral issues
• Configure and install computer equipment, software applications, and peripherals
• Perform basic diagnostics to identify technical problems and determine appropriate solutions
• Escalate complex issues to appropriate IT teams following established procedures
• Document all support activities, including problem details and resolution steps
• Follow up with users to ensure satisfactory resolution of technical issues
• Create, modify, and disable user accounts according to established procedures
• Reset passwords and assist users with account access issues
• Manage user permissions and access rights based on role requirements
• Support onboarding and offboarding processes for employees by managing their IT assets and accounts
• Ensure compliance with security policies for account management
• Install, configure, and update software applications used in clinical research environments
• Set up workstations, laptops, tablets, and mobile devices for new and existing users
• Perform basic hardware repairs and replacements (memory, hard drives, peripherals)
• Assist with inventory management of IT assets and equipment
• Prepare devices for deployment with standard configurations and software packages
• Provide basic training to users on standard software applications and systems
• Assist users with questions about software functionality and best practices
• Support remote users with connectivity and access issues
• Participate in routine system maintenance activities under supervision
• Assist with basic network troubleshooting and connectivity issue
• Support disaster recovery and business continuity testing
• Assist with physical inventory audits of IT assetsMaintain accurate records of all support activities in the service desk system
• Ensure adherence to IT security policies and procedures
• Assist with basic security measures such as antivirus updates and patches
• Report potential security incidents to appropriate personnel
• Support compliance with data protection regulations in clinical environments
• Maintain confidentiality of sensitive information and systems

Skills

• Proficiency with Windows and/or macOS operating systems
• Knowledge of standard office productivity software (Microsoft Office, Google Workspace)
• Basic understanding of network concepts and troubleshooting
• Familiarity with remote support tools and technologies
• Basic knowledge of IT security principles and practices
• Understanding of computer hardware components and peripherals
• Experience with service desk ticketing systems
• Basic knowledge of mobile device management
• Strong customer service orientation
• Effective problem-solving and troubleshooting methodology
• Clear verbal and written communication abilities
• Attention to detail and thorough documentation practices
• Patience and empathy when dealing with frustrated users
• Team collaboration and cooperation
• Reliability and dependability
• Ability to work under pressure during system outages

Knowledge And Experience

• 0-2 years of experience in IT support or related technical role
• Fluency in both English and German languages
• Experience with common business applications and productivity tools
• Basic understanding of clinical research applications beneficial, but not required
• Familiarity with regulated environments a plus

Education

• Associate's degree in Information Technology, Computer Science, or related field preferred
• High school diploma or equivalent with relevant technical training required