IT Support Officer

The IT Support Officer (US) is responsible for providing Level 1 and Level 2 IT support, including helpdesk support, hardware provisioning and support, user provisioning and support, network infrastructure support and maintenance, and environmental systems support and maintenance. This full-time is based on site at our clinic in Minneapolis-St.Paul, Minnesota, and will contribute as part of the global IT support team to help provide support services across our US, UK, and Australian sites., * Ensuring the availability and reliability of IT systems

• Provide Level 1 and Level 2 helpdesk support to end-users globally across US, AU and UK, ensuring timely resolution of IT issues.
• Manage hardware provisioning and support, including setup, configuration, and maintenance of IT equipment.
• Application support for core Medical Records source data collection platform (ClinSpark).
• Technical support and maintenance for connected medical devices (ECG, Vitals).
• Handle user provisioning and support, including account creation, access management, and troubleshooting.
• Support and maintain network infrastructure, ensuring optimal performance and reliability.
• Maintain and support environmental systems, including critical temperature monitoring systems.
• Protecting sensitive data, identifying and mitigating cyber threats.
• Collaborate with the global IT support team to provide support services across our US, UK and AU sites.
• Supporting and training on-site Minneapolis staff.

Technical & Functional Skills

• Strong experience in Level 1 and Level 2 IT support, including helpdesk operations.
• Proficiency in hardware provisioning, setup, and maintenance.
• Experience in user provisioning, access management, and troubleshooting.
• Knowledge of network infrastructure support and maintenance.
• Familiarity with environmental systems support and maintenance.

Collaboration & Communication

• Demonstrated ability to work collaboratively as part of a global IT support team.
• Strong problem-solving skills and the ability to troubleshoot complex IT issues.
• Effective communication skills with the ability to interact with end-users and stakeholders at all levels., * Bachelor’s degree in information technology, Computer Science, or a related field is highly regarded.
• 3+ years of experience in IT support roles, with a focus on Level 1 and Level 2 support.
• Certifications in relevant IT support areas (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator) are advantageous, * IT support: 3 years (Required)

Nucleus Network is the only dedicated early-phase clinical trial facility with sites in Australia, the United States and United Kingdom, offering a seamless path to First-in-Human and clinical pharmacology success across regions.

Our Australian phase I facilities are in Melbourne and Brisbane, our US phase I facility is located in Minneapolis, and our UK full-service site is in Hammersmith, London. Combined, our clinics offer over 300 beds.