• Performs a variety of clerical and administrative duties pertinent to Help Desk • Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity • Document all issues and generate incident tickets, detailing common issues or error trends. • Provides personal computer support, problem analysis, and hardware/software installation and configuration • Work with end users, resolving their software and hardware issues in an efficient manner. • Interacts daily with customers to ensure productivity; provides individual feedback • Responsible for scheduling and coordinating all training activities • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets. • Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar • Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users. • Monitors team productivity and quality; provides individual feedback • Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox • Maintains and verifies daily statistics; generates daily statistical reports • Maintains an audit trail and statistical records of all problems and conditions reported by the client • Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity. • Document all issues and generate incident tickets, detailing common issues or error trends. • Work with end users, resolving their software and hardware issues in an efficient manner. • Interacts daily with customers to ensure productivity; provides individual feedback. • Responsible for scheduling and coordinating all training activities. • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets. • Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

• Provide expert-level technical support to customers via phone and ticketing system. • Troubleshoot and resolve complex issues related to our software and hardware, including installation, configuration, and usage. • Assist customers in understanding application functionality, features, and best practices. • Ensure customers' inquiries and issues are addressed promptly and effectively. • Communicate effectively with large research and clinical trial customer base/teams. • Follow GCP (Good Clinical Practice) and PHI policies throughout client communications and work activities. • Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. • Work closely with Tier III or development teams for advanced issue resolution. • Discover, identify, and escalate trending issues. • Achieve a high level of product domain and technical knowledge and act as a product SME. • Create and maintain comprehensive documentation for common technical issues and solutions. • Routinely share knowledge with team members to enhance overall support capabilities. • Maintain detailed records of customer interactions, support activities, and resolutions. • Train and mentor a team of Tier I Customer Technical Support Specialists. • Foster a collaborative and learning-oriented team environment.

• Drafting system requirements. This scope of responsibility involves the description of how the system is supposed to behave. Also, it establishes the constraints of its functionality. • Preparing functional requirements. A technical process analyst is also responsible for documenting functional requirements. • Formulating the main backlog. Ensuring a general outline of the project is defined within a backlog to formulate a basis of an instructive to-do list. • They are required to evaluate customer, employee & stakeholder needs, internal & customer workflows and business processes to be able to document and define requirements of product and feature needs. • They conduct meetings with different stakeholders and participants in various parts of operational processes, analyze the information received. • Document software implemented by development team for future reference by the development team and other internal departments. • Document decisions and the supporting reasons for the action made at each team and stakeholder meetings. • Technical Process Analysts gather information through process mapping, flow-charts, and workshops. This information can then be used to develop better process engineering or software solutions. • Their primary goal is to assess business requirements and make evidence-based recommendations to support process improvements and document through BRDs, User Stories, Flow Charts, and any other supporting format, the requirements to be conveyed to product and engineering teams. • Builds and maintains inclusive cross-functional partnerships directly with key stakeholders across our Product, Engineering teams. • Presents how the product's features support the business strategy and service delivery model. Provides data and recommendations for decision making to impact the product and roadmap, may update or own some of the product management documentation. • Co-ordinates with internal resources on complex research and analysis from idea generation through implementation.