Perform software installation, configuration, testing, and validation activities in accordance with company procedures;
Act as a liaison between end users, internal development teams, core infrastructure teams, and external vendors while maintaining the interests of end users;
Coordinate escalations and follow up with stakeholders to ensure seamless operations across clinical trials;
Create and maintain support documentation, knowledge base articles, and user guides;
Ensure support activities comply with applicable regulatory standards (GCP, 21 CFR Part 11, HIPAA/GDPR); and
Perform other system-related tasks to meet company objectives.
Qualifications
Bachelor's degree in Information Technology, Computer Science, Biomedical Engineering, Life Sciences, or a related field (or equivalent experience);
1–3 years of application or technical support experience, preferably in a CRO, pharmaceutical, or clinical research environment;
Strong analytical and problem-solving abilities;
Excellent communication skills and ability to work cross-functionally with staff, vendors, and external users from multiple countries;
Good organizational skills, very detail oriented, and flexible;
Must be able to work concurrently on several issues and projects, each with specific requirements;
Competent in installation and troubleshooting of software;
Demonstrated ability to learn new technologies/applications; and
Knowledge of Microsoft® Windows operating systems.
Preferred Qualifications
Hands-on familiarity with virtualized environments, mobile/device support, and ticketing systems; and
Understanding of regulatory standards such as GCP, 21 CFR Part 11, and HIPAA/GDPR.
Medpace Overview
Medpace is a full-service clinical contract research organization (CRO). We provide Phase I-IV clinical development services to the biotechnology, pharmaceutical and medical device industries. Our mission is to accelerate the global development of safe and effective medical therapeutics through its scientific and disciplined approach. We leverage local regulatory and therapeutic expertise across all major areas including oncology, cardiology, metabolic disease, endocrinology, central nervous system, anti-viral and anti-infective. Headquartered in Cincinnati, Ohio, employing more than 6,000 people across 40+ countries.
Why Medpace?
When you join Medpace, you become part of an innovative team that brings cutting-edge therapies to market while building a meaningful and rewarding career focused on scientific excellence and improving patient outcomes around the world through continuous learning and cross-functional collaboration.
Purpose-Driven Work
Work alongside physicians, scientists, and industry-leading experts committed to advancing the global development of medical therapeutics through clinical research excellence
Collaborative Culture
Contribute to an interactive team environment that empowers decision making, creative thinking, and continuous learning through open communication and mutual trust.
Leadership throughout Medpace is both accessible and approachable
Continuous Growth & Development
Office based environment with on-site mentors
Defined career paths with clear advancement opportunities
Industry renowned onboarding and training programs designed to accelerate professional development
Ongoing training and continuous learning opportunities throughout your career
An environment that encourages employees to influence change, contribute ideas, and grow quickly
Other Employee Benefits
Competitive compensation programs that recognize and reward performance
Comprehensive health, wellness, retirement, and PTO benefits
Office based culture with occasional WFH that provides flexibility for eligible positions after training
Company-sponsored social events
Please note benefits may vary based on country.
What to Expect Next
A Medpace team member will review your application and if your profile matches our current needs, you will be contacted for an interview. While we review all applications carefully, we are unable to respond to every applicant, and only candidates selected for interviews will be contacted.
Provide technical support for clinical research and core lab platforms, including Medical Imaging, ECG, connected medical devices, mobile applications, and virtualized workstations;
Deliver timely, high-quality customer service to internal users, central readers and investigator sites located globally;
Troubleshoot and resolve technical and workflow issues, escalating to the appropriate teams when needed;
Log, track, and document incidents and service requests through resolution using the ticketing system;
Perform software installation, configuration, testing, and validation activities in accordance with company procedures;
Act as a liaison between end users, internal development teams, core infrastructure teams, and external vendors while maintaining the interests of end users;
Coordinate escalations and follow up with stakeholders to ensure seamless operations across clinical trials;
Create and maintain support documentation, knowledge base articles, and user guides;
Ensure support activities comply with applicable regulatory standards (GCP, 21 CFR Part 11, HIPAA/GDPR); and
Perform other system-related tasks to meet company objectives.
Bachelor's degree in Information Technology, Computer Science, Biomedical Engineering, Life Sciences, or a related field (or equivalent experience);
1–3 years of application or technical support experience, preferably in a CRO, pharmaceutical, or clinical research environment;
Strong analytical and problem-solving abilities;
Excellent communication skills and ability to work cross-functionally with staff, vendors, and external users from multiple countries;
Good organizational skills, very detail oriented, and flexible;
Must be able to work concurrently on several issues and projects, each with specific requirements;
Competent in installation and troubleshooting of software;
Demonstrated ability to learn new technologies/applications; and
Knowledge of Microsoft® Windows operating systems.
Preferred Qualifications
Hands-on familiarity with virtualized environments, mobile/device support, and ticketing systems; and
Understanding of regulatory standards such as GCP, 21 CFR Part 11, and HIPAA/GDPR.
