Associate IT Support Engineer | Lake Mary, FL (Onsite)

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC, we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.

Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity.

If you are seeking a career that will challenge, inspire, and reward you, join us at UBC!

Job Title: 

IIE01G - Associate IT Engineer

Brief Description:

• The On-Site Associate IT Engineer is responsible for maintaining the performance and operation of both PC hardware and software.
• Provides creative solutions to end-user computer systems using advanced technology 
• Installs and troubleshoots end user computer systems, peripheral equipment and mobile devices.  
• Participates on-call rotation as needed including nights and weekends.  
• Delivers exceptional customer service, proactively setting expectations with customers and following up appropriately.   
• Adheres to established service level agreements.  
• Thoroughly document work performed in ticketing system.  
• Maintains and tracks inventories of hardware for desktops, laptops, thin clients and peripherals in the appropriate systems.  
• Completes project tasks as assigned.   
• Contributes to and Implements enterprise standards and recommends system modifications to reduce user problems.  
• Interacts with other support teams to resolve more complex problems/issues in a timely manner.

Specific Job Duties:

• Respond to requests for technical assistance though Track-It tickets, in person, via phone, chat or email
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Follow up with customers and users to ensure complete resolution of issues
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Resolve technical problems with Local Area Networks and Wide Area networks
• Stay current with system information, changes and updates
• Help update SOPs
• Collaborate with team on all aspects of support

Desired Skills and Qualifications:

• Associate Degree in IT or related field, or equivalent experience
• 2+ years of experience
• General knowledge of Windows 10/11, Office 365, Active Directory, OneDrive, Intune.
• Conceptual knowledge of:
  • Data networks
  • IP telecommunications systems
  • Audio and Video conferencing.
• Good communications skills, previous customer service experience preferred
• Ability to prioritize and handle multiple tasks. 
• Ability to learn in-depth knowledge of the tools and processes required by the role.
• Functions in complex environments with minimal direction. 
• Shares knowledge in area of expertise. 
• May serve as a technical subject matter expert.  
• Communicate system statues, provide quality documentation, and generate reports requested while adhering to company’s standards and procedures
• Attend daily/weekly meetings and interact regularly with management, clients and incumbents to consistently improving the environment
• Self-motivated and works well independently under pressure as well in a group environment.
• Demonstrate strong technical and troubleshooting skills (Networking, Platform and Application).
• Project management skills and the ability to effectively manage multiple projects simultaneously in a high pace environment.

Benefits:

At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally. 

Here are some of the exciting perks UBC offers:

• Competitive salaries
• Growth opportunities for promotion
• 401K with company match*
• Tuition reimbursement
• Flexible work environment
• Discretionary PTO (Paid Time Off)
• Paid Holidays
• Employee assistance programs 
• Medical, Dental, and vision coverage
• HSA/FSA
• Telemedicine (Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short term disability
• Long term disability
• Life insurance
• Discount programs

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable, and inclusive culture that fosters respect for each other, our clients, and our patients.

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