Enterprise Support Analyst

Location: Iselin, NJ

About our Company:

Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating 25 years of ground-breaking technological innovation across more than thirty six thousand trials and 11 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million users trust Medidata’s seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. Discover more at .

Your Mission:

The Enterprise Support Specialist assists corporate end-users in corporate offices and remote locations globally with technical support of approved desktop/laptop computers, applications and related technologies. Support includes specifications, installation and testing of computer systems and peripherals within established guidelines of approved Medidata standards and processes. 

The employee in this position also assists in the creation, maintenance and versioning of documentation related to Desktop Support processes, procedures and associated guidelines. The position’s responsibilities require independent analysis, communication and problem-solving. Work is performed with little supervision and requires initiative and judgment.

Your Commitments: 

• Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines
• Work with vendor support contacts to resolve technical problems with desktop computers, peripheral equipment and software
• Work with ES Systems and Network team to determine and resolve problems received from clients
• Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including file servers, email servers, print servers, application servers, and administrative systems
• Train end-user community on appropriate use of approved Medidata hardware, software and peripheral equipment as required by Standard Operating Procedures
• Recommend and/or perform upgrades on desktop/laptop systems to ensure uptime
• Ensure all Medidata approved desktops, laptops and peripheral hardware is accurately inventoried and perform maintenance/spot checks with user community validating equipment is correctly assigned
• On a daily basis, maintain asset management systems tracking all hardware and software items utilized by end-user community by fully understanding the Enterprise Support asset management lifecycle and following established asset management procedures
• Work with Finance and internal ES staff facilitating approved purchases of hardware, software and other technologies within the guidelines of Standard Operation Procedures
• Coordinate with Enterprise Support engineers, collect/validate functional requirements of technical solution/s to determine whether researched solution is viable for purchases
• Actively maintain and replenish commonly-used computer supplies necessary for day-to-day Enterprise Support operations
• Work with Issue Tracking System to review, acknowledge, remedy and resolve all assigned end-user tickets in timely manner
• Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Ensure that all Medidata computers globally interconnect seamlessly with systems including file servers, email servers, application servers and administrative systems
• Maintain and provide telephone system support and assistance
• Perform other job-related duties as assigned or directed
• Respond and contribute to Business Continuity and Disaster Recovery circumstances relating to planned and unplanned events
• Actively participate in scheduled off-hour operations, weekend work and on-call rotation shifts
• Travel domestically or internationally to support global offices and events

Your Competencies:

• Demonstrated proficiency supporting Windows 11 desktop/laptop PCs
• Experience supporting Mac OSX desktop/laptop systems
• Demonstrate an understanding of basic Networking concepts including TCP/IP
• Familiarity with common workplace productivity computing applications, e.g. Microsoft products suites, email clients, calendaring, Internet usage, Antivirus, inventory management and backup procedures
• Experience installing software, patches, updates on Desktops, Laptops, Peripheral equipment and Servers
• Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop PCs
• Analytical problem solving and troubleshooting skills; ability to learn new software applications quickly
• Experience troubleshooting basic network, software, printing problems
• Daily commitment to high-quality results, Strong work ethic and Customer Service Excellence 
• Ability to work both independently and as a team member
• Excellent verbal and written communication skills, including via telephone
• Ability to lift and handle packages/hardware with the approximate weight of 50 pounds or more
• Ability to travel domestically and possibly internationally to support Medidata offices and events

  Your Education & Experience:

• Four-year undergraduate degree in computer science or related field required; or equivalent years of experience

As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.

The salary range for this position that will be physically based in Iselin, NJ is $66,000-88,000.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, dental, life and disability insurance; 401(k) matching; unlimited paid time off; and 10 paid holidays per year.

Equal Employment Opportunity:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Applications will be accepted on an ongoing basis until the position is filled.

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