Network Support Associate
Veristat
Etobicoke, ON
Veristat is expanding our global footprint, from our home office in Boston, up to Canada, down to RTP, and over to Taipei.

We do things differently than large CROs. Do you value scientific integrity and a collaborative team environment? If so, you will feel right at home here with dedicated opportunities to discuss your achievements and grow your career through quarterly feedback conversations.

We invite you to learn more about us at our website www.veristat.com.

The Network Support Associate is responsible for user and desktop support (hardware and software), computer repair, helpdesk, and application support. S/he performs a variety of information technology support duties to ensure smooth delivery of technology services throughout the organization, providing consistently high service levels to internal customers.

As a Network Support Associate You Will…

Install, monitor, operate, coordinate, assist, and train others in the operation of computer hardware, software, and peripherals to meet customer needs.
Utilize computer equipment, software, and diagnostic tools to perform a broad range of customer assistance, equipment maintenance, and repair assignments.
Exercise judgment and creativity in selecting and applying procedures correctly, and determines when to escalate issues to the next level of support.
Provide technical support in the use of employee computer hardware, software, network, and specific applications.
Be responsible for setup and configuration of desktop computers, peripherals, and assigning account security levels, and assists in user account administration.
Test and debug programs to ensure optimal system performance.
Participate as a member of the help desk/support team, to include management of the IssueTrak Ticketing System.
Troubleshoot and diagnose problems; implements corrective action procedures and/or escalates to other technical resources as appropriate. Updates manager on status of projects and technical issues as needed.
Assist in the management and maintenance of local group permissions according to IT policies and procedures.
Help manage and maintain local server programs, services, disk space, and printing services for Veristat’s Toronto and Montreal offices.
Ensure timely escalation and communication of serious network issues, outages and problems.
Develop and conduct various training and instruction for system users on applications, information security, and IT Policy.
Assist users in maximizing use of networks and applications.
Be responsible for enforcement of the IT and IT Systems standard operating procedures.
Maintain up-to-date industry knowledge of state-of-the-art technology, equipment, and/or systems.
Be responsible for helping to maintain Disaster Recovery electronic data.
Be responsible for after-hours and weekend support on an as-needed basis.
Assist the IT Director in the development of new projects and their implementation.
Manage relationship and communication with Infrastructure Service Provider.
Provide information and training to other workers on established IT policies and procedures, or IT services provided.

Experience + Requirements

Associates degree in Computer Science, Engineering, or Math required; Bachelor’s degree preferred. Further IT Certifications are a plus.
1-3 years of network/personal computer support experience preferred.
Ability to manage multiple efforts simultaneously and meet deadlines as required.
Ability to be a self-motivated team player, but also to work independently and quickly grasp and implement complex technical solutions required.
Must possess excellent communication skills, a strong customer service approach, and the ability to professionally and effectively partner and work with internal departments.
Must be highly organized, able to multi-task effectively and triage competing priorities.
Must be able to handle stressful situations involving highly complex problems with multiple variables, and the ability to be flexible and creative to respond to unexpected changes in work load, emergencies and priority situations.
Ability to produce professional and effective written and verbal communications required.
Ability to read, write, and speak English effectively required; Bilingual is a plus.