IT Support Specialist I
Parexel
full-time
Posted on:
Location Type: Office
Location: Taipei • Taiwan
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Job Level
Tech Stack
About the role
- 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
- Maintain accurate records of user account activities and changes
- 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)
- Conduct regular maintenance activities to ensure optimal system performance
- Support audio/visual equipment for meetings and presentations
- 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
- Create and maintain end-user documentation and quick reference guides
- Assist users with questions about software functionality and best practices
- Promote self-service options and knowledge base resources to users
- Educate users on IT policies, security practices, and proper equipment usage
- Support remote users with connectivity and access issues
- Participate in routine system maintenance activities under supervision
- Assist with basic network troubleshooting and connectivity issues
- Monitor system alerts and notifications for potential issues
- Perform scheduled backups and verify their completion
- Support disaster recovery and business continuity testing
- Maintain organized IT work areas, equipment storage, and repair facilities
- Assist with physical inventory audits of IT assets
- Maintain accurate records of all support activities in the service desk system
- Document common issues and solutions for knowledge base articles
- Generate basic reports on support metrics and service levels
- Update technical documentation for supported systems and processes
- Record hardware and software inventory changes
- Document user training activities and materials
- Maintain logs of recurring issues for trend analysis
- 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
- Follow established procedures for handling regulated systems
- Participate in security awareness activities and training
Requirements
- 0-2 years of experience in IT support or related technical role
- 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
Benefits
- Health insurance
- 401(k) matching
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootinghardware repairsoftware installationnetwork troubleshootinguser account managementIT asset managementdata protection compliancemobile device managementservice desk ticketing systemssystem maintenance
Soft Skills
communicationproblem-solvingcustomer serviceorganizationattention to detailteam collaborationtrainingdocumentationuser supportadaptability