Job Description

Altasciences is a forward-thinking, mid-size contract research organization offering pharmaceutical and biotechnology companies a proven, flexible approach to preclinical and clinical pharmacology studies, including formulation, manufacturing and analytical services. For over 25 years, Altasciences has been partnering with sponsors to help support educated, faster, and more complete early drug development decisions. AltasciencesaEUR(TM) integrated, full-service solutions include preclinical safety testing, clinical pharmacology and proof of concept, bioanalysis, program management, medical writing, biostatistics, and data management, all customizable to specific sponsor requirements. Altasciences helps sponsors get better drugs to the people who need them, faster.
The IT Technician II is responsible for supporting Altasciences users in their usage of the tools provided by AltasciencesaEUR(TM) IT department such as computers, telephones, software, laptops, mobile phones, etc. The IT technician II responds to and tracks user requests and solutions via an automated Helpdesk System. He/she will support the more junior technicians and act as a point of escalation if required.
Principal responsibilities:

• The computer technician provides accurate and creative solutions to user problems;
• Enhance and develop quality support methods and communication skills through coaching feedback;
• Provide support, coaching and training to the junior technicians (IT Technician 1);
• Assist in the resolution of user and support issues among company sites to ensure timely distribution
• of knowledge and positive impact on user satisfaction;
• Research, resolve, and respond to questions received via phone calls, emails in a timely manner;
• Participate in team projects that enhance the quality or efficiency of help desk service;
• Through the HelpDesk system, log calls and document the issue, the communication and the solution of the incident;
• Prepare computers, including validated systems for delivery to employees, loading them with the appropriate software and operating system;
• Write training manuals and train users in proper use of hardware and software;

Desired profile:

• Ideally a College degree in an IT-related program. Pertinent experience may be considered in lieu.
• Bilingual, Fluent in both French and English
• Intermediate to advanced knowledge in the configuration/installation/troubleshooting of Windows 7/8/10, and Cisco Phone Equipment;
• Intermediate to advanced knowledge in PC and portable hardware;
• Intermediate to advanced knowledge in printers, protocols DHCP et DNS, TCP/IP, Active, Directory, Clients Terminal Services, Thin client (Wyse), AirWatch Mobile Device Management, Windows Deployment Services WDS, Antivirus software;
• Intermediate to advanced knowledge in mobile smartphones, iPhone, Android, Blackberry;
• Basic to intermediate knowledge in VPN, Windows Server 2003-2012, Office 2007 a 2013.

Altasciences is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability or any other protected grounds under applicable legislation. Reasonable accommodations for persons with disabilities during the recruitment process are available upon request. Join us at Altasciences!