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Help Desk Support Representative (Tier 1)
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The Help Desk Support Representative is responsible for performing Tier 1 IT support duties. These include providing administrative support to users accessing PRA technological systems. The users supported include sponsors, investigators, site staff, monitors and vendors, in addition to internal PRA staff. 


We welcome applicants with relevant technical qualifications, who also possess a good working knowledge of Microsoft Office applications and have applied these skills in a working environment. An excellent attention to detail and ability to solve problems while maintaining a positive and confident outlook is important. The day-to-day overview:


  • Provide a professional, customer focused service offering, enhancing the user experience.
  • Provide Technical Customer Support at a Tier 1 level as part of a Global Help Desk group.
  • Troubleshoot Microsoft Windows, Active Directory, and Outlook incidents.
  • Accurately prioritize each Incident and assign to the correct IT Support group.
  • Monitor the Impact and Urgency of incidents, both actual and potential.
  • Provide telephone support for the 24/7 IT Helpdesk, handling calls from all PRA employee groups and external Site and Sponsor system users.
  • Work in conjunction with Tier 2 IT Support to maximize first call resolution levels.
  • Resolve Incidents within Service Level Agreement time frame expectations.
  • Contribute positively to continuous IT Support enhancements, including improvements to Knowledge Base Training Materials.
  • Communicate common problems to Tier 1 Management, highlighting any trends in the issues affecting our customer groups.
  • Perform entry into CTMS of Clinical Operations Account and Contact Management information.


Minimum Qualifications:

  • 1+ year of relevant experience.
  • High School Diploma or international equivalent.
  • Strong diagnosis and troubleshooting skills.
  • Experience supporting Microsoft Windows 7 and applications.
  • Excellent written and oral communication skills.
  • A passion for technology and a desire to grow technical skills.
  • To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.

Preferred Qualifications:

  • Bachelor’s Degree, preferred
  • Professional Certification, preferred (A+, MCP, etc)
  • Experience with end user support for Active Directory and Exchange.
  • Prior experience in a team-based Help Desk, IT Support, or Customer Support role.


PRA is an EEO/AA employer and is committed to providing opportunities to minorities, women, veterans and individuals with disabilities.



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