Help Desk/IT Support Technician

What We Do:

Florence Healthcare, Inc. (florencehc.com) software reduces the time it takes to deliver medical cures to those who need them. Our industry-leading software is used to streamline clinical trials at over 10,000 research sites, sponsors, and CROs across 45 countries. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams. 

At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow. 

We are happy to share that we have recently earned spots on the following lists:

• Built In Atlanta Best Midsize Remote Companies to Work For 2023
• Atlanta Journal Constitution - 8th Best Small Workplace in Atlanta in 2022 and received the “New Ideas Award”
• Inc Best Places to Work 2022
• Best & Brightest 2022 Atlanta
• Best & Brightest 2022 USA

What You’ll Bring to the Team:

We are looking for a dedicated IT Support Specialist with a passion for delivering exceptional customer service and outstanding communication skills.

In this role, you will provide technical support, assisting with inquiries and resolving issues related to computer systems, software, and hardware. You will interact with customers in person, over the phone, or via email, utilizing our IT ticketing system to track and manage support requests effectively.

 You will:

Manage/execute all incident management and request fulfillment processes including:

• Serve as the first point of contact for users seeking technical assistance 
• Respond to help desk inquiries for internal users through email, chat, screenshare, or other form of communication 
• Diagnose, research and resolve technical hardware and software issues
• Ensure security measures remain intact
• Research and configure new tools and/or software features and enhancements
• Effectively advise and assist customers on appropriate action
• Provide accurate information on IT products and services
• Direct unresolved issues to the next level of support personnel
• Identify and escalate situations requiring urgent attention
• Maintain the highest possible level of customer service
• Work with vendors and internal stakeholders to ensure accurate, effective training content
• Other duties as assigned

Provide Application Support: Assist in the management and configuration of enterprise applications, including but not limited to:

• Single Sign-On (SSO) integrations including auto-provisioning using SCIM, JIT, or similar
• Support platforms such as Google Workspace, Atlassian, Microsoft 365 and Salesforce
• Support users with application-related queries and issues

User Account Management:

• Manage user accounts, permissions, and access controls across various applications.
• Ensure compliance with security protocols and best practices for user account management.

An Ideal Candidate Has/Is:

• Associate's degree or equivalent work experience 
• 4+ years of previous experience in a similar IT support role, ideally within a corporate environment.
• Familiarity with user account management and security practices.
• Technical Skills:
• Proficiency in managing helpdesk systems and ticketing software
• Strong understanding of networking, hardware, and software troubleshooting
• Experience with application configuration and integration, especially SSO
• Strong customer support skills
• Excellent written and verbal communication skills
• Problem-solving ability to diagnose and resolve basic technical issues.
• Demonstrates eagerness to learn 
• Strong attention to detail and follow-through
• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy
• High level of professionalism and ability to maintain confidentiality

What’s in it for you?

• Do well. We offer exceptional salary + fun remote activities, the PC setup of your choice as well as medical insurance. 
• Do good. We insist that health technology is the highest calling for software development. We pride ourselves on working on something bigger than ourselves; helping advance cures and therapies
• Enjoy. Our office is in Belgrade and we offer a hybrid work environment

Florence Healthcare supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical disability, or any other protected class.