Summary

The Lead IT Specialist provides advanced technical support while serving as a senior resource within the IT department. This role is responsible for resolving complex workstation, server, network, and application issues, supporting IT projects, and ensuring high-quality service delivery in a fast-paced clinical environment. In addition to day-to-day technical responsibilities, the Lead IT Specialist helps coordinate team activities, provides guidance and mentoring to IT staff, assists with workload prioritization and escalations, and supports departmental initiatives. This highly client-facing role requires strong technical expertise, leadership skills, and the ability to effectively manage multiple priorities while delivering exceptional customer service through phone, email, remote support, and onsite interactions.

Job description

Job Summary

The Lead IT Specialist provides advanced technical support while serving as a senior resource within the IT department. This role is responsible for resolving complex workstation, server, network, and application issues, supporting IT projects, and ensuring high-quality service delivery in a fast-paced clinical environment. In addition to day-to-day technical responsibilities, the Lead IT Specialist helps coordinate team activities, provides guidance and mentoring to IT staff, assists with workload prioritization and escalations, and supports departmental initiatives. This highly client-facing role requires strong technical expertise, leadership skills, and the ability to effectively manage multiple priorities while delivering exceptional customer service through phone, email, remote support, and onsite interactions.

Essential Duties and Responsibilities

Receive, respond, and resolve calls, emails and/or ticket submissions for client’s IT issues or needs.
Install, configure, and maintain software solutions for desktops and laptops.
Perform or assist with general setup and configuration of new hardware solutions.
Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages.
Follow logical troubleshooting methodologies.
Maintain active relationship with vendors through consistent communication.
Use Active Directory to create and perform administrative tasks on user’s accounts and security groups.
Maintain inventory system of all IT assets across all locations.
Maintain documentation for IT policy and procedures across the organization.
Enter all notes and time worked on the appropriate service ticket.
Enter time worked on each ticket daily.
May require work to be performed after clinic hours or schedules, such as nights, weekends, and/or holidays.
Other administrative and IT responsibilities as assigned.

Knowledge, Skills and Abilities

Technical Skills

Healthcare systems support (Electronic Medical Records, imaging Systems, Document management)
Familiar with health care programs HIPAA, CFR part 11, GDRP, etc.
Windows workstation repair, maintenance, malware removal, and deployment
Configuring network settings on workstations
RDP client support
Citrix Support.
Office 365 account and client support
Server backup monitoring and maintenance
Wireless connectivity for mobile devices and workstations
Mobile devices – smartphones, tablets, and laptops
Exchange mailbox administration
Active Directory account creation and management
Network drive and printer mappings.
Diagnose network connectivity issues for workstations.

Required Education and Experience

Associate's degree in Information Technology or related field required; Bachelor's degree in Information Technology or related field preferred
5 years of Help Desk or similar experience
IT management experience required
CompTIA certifications preferred.
Microsoft Technology Associate (MTA) preferred.
Microsoft MCSA preferred.
Citrix certification preferred.

Requirements

Associate's degree in Information Technology or related field required
5 years of Help Desk or similar experience
IT management experience required
Healthcare systems support (Electronic Medical Records, imaging Systems, Document management)
Familiar with health care programs HIPAA, CFR part 11, GDRP, etc.
Windows workstation repair, maintenance, malware removal, and deployment
Configuring network settings on workstations
RDP client support
Citrix Support
Office 365 account and client support
Server backup monitoring and maintenance
Wireless connectivity for mobile devices and workstations
Mobile devices – smartphones, tablets, and laptops
Exchange mailbox administration
Active Directory account creation and management
Network drive and printer mappings
Diagnose network connectivity issues for workstations
Bachelor's degree in Information Technology or related field preferred
CompTIA certifications preferred
Microsoft Technology Associate (MTA) preferred
Microsoft MCSA preferred
Citrix certification preferred

Benefits

Health and welfare benefits
Incentive plans
Bonuses

Company overview

IQVIA is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. Headquartered in Durham, North Carolina, the company operates in over 100 countries with approximately 86,000 employees worldwide. IQVIA specializes in creating intelligent connections across all aspects of healthcare through its proprietary IQVIA Connected Intelligence platform, which combines analytics, transformative technology, big data resources, and extensive domain expertise. The company's comprehensive portfolio includes clinical trial management, real-world evidence generation, commercial insights, and regulatory compliance services. IQVIA serves a diverse client base including pharmaceutical manufacturers, biotechnology companies, medical device firms, government agencies, and healthcare providers. With its Healthcare-grade AI capabilities and extensive global data assets, IQVIA accelerates the development and commercialization of innovative medical treatments while improving healthcare outcomes for patients globally. The company is publicly traded on the New York Stock Exchange under the ticker symbol IQV.