Under general supervision, provide remote third-tier AV support for the conference room fleet, design AV systems and consult with various BUs to enforce IQVIA hardware and installation standards. This role requires the candidate to provide IT support to local and remote offices. Candidate will be required to provide white glove support as needed.   

Essential Functions
• Recreate issues to resolve operating difficulties and recommend system modifications to reduce problems
• Responsible for meeting specified service level standards.
• Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
• Delegate IT support tasks, provide training and advice to more junior team members.
• Develop and maintain technical support documentation and training materials and assist in the development of standard operating procedures.
• Adhere to established policies, procedures and standards and ensure conformance with information systems, goals and procedures
• Participate on global and regional project teams.
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services.
• Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
• Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end user satisfaction
• May be asked to lead small projects and deliver quality results
• Provide training to end-users when indicated.
• Provide guidance to less experienced Local Office IT staff in areas such as problem resolution, communication, etc.
• Maintain a working knowledge of Service Desk and IT Operations procedures related to client services.
• Maybe required to run specific reports for upper management

• May be required to perform duties outside working hours. This will be managed according to the applicable country legislation.

• Perform other duties as required.

• Configures, installs, maintains and upgrades AV and IT hardware and software.
• Administers and maintains security of operating systems
• Restores files or systems by designing, writing and implementing back-up procedures
• Provides operational support for the organization's information systems and peripheral equipment such as application servers, database servers, web servers, desktops, printers and storage devices
• Performs recovery procedures, scheduling and back-ups and monitors batch processes

Qualifications
• Bachelor's Degree in Computer Science or related field
• 5+ years experience in enterprise audio and visual systems
• Working knowledge of Microsoft 365, workstation and networking technologies. Intermediate
• Working knowledge of industry standards with regards to AV systems and network administration. Intermediate
• Possess excellent verbal and written communication skills. Advanced
• Ability to establish and maintain effective working relationships with coworkers, managers and clients. Advanced
• Project management exposure. Intermediate

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.