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Position Title:
SYSTEM SUPPORT ENGINEER/WARM BASE
Position Number:
075
Project Worksite:
Central Office/AMD
Deadline for submission: Tuesday, October 17, 2023, at 5:00pm Liberia Time
About PREVAIL:
PREVAIL, or the Partnership for Research on Vaccines and Infectious Diseases in Liberia, is a clinical research partnership between the U.S. Department of Health and Human Services and the Liberian Ministry of Health
Summary of Position:
The System Support Engineer will provide effective support for hardware and software for clinical research protocols and sample management systems. S/he will provide remote and on-site support assistance to clinical research staff. The System Support Engineer will troubleshoot Freezerworks applications, develop and execute SQL database queries and stored procedures. S/he will design user data entry screens and workflows in freezerworks and work as a core member of the research team.
Description of Responsibilities:
Freezerworks Administration
• Serves as administrator for Freezerworks.
• Leads the provision of exceptional front-end support to Freezerworks end-users across all sites.
• Provides Freezerworks software troubleshooting and support, including during UAT and production.
• Designs forms or UI, workflows and maintain expertise in flow of Freezerworks processes
• Contributes to the configuration and customization of the application.
• Keeps a record of configurable changes, documents processes, and monitors Freezerworks application performance metrics.
Users’ Support
• Provides technical assistance to laboratory and research staff experiencing problems with the PREVAIL LIS Freezers application, hardware, software, server, and other computer-related technologies.
• Troubleshoots the Freezerworks application and provides a solution in case of a problem.
• Provides support for common IT tasks (password resets, new user setups, etc.).
• Provides support, identify issues, and document all issues and solutions.
• Provides or assists in end-user training on system usage and best practices
• Visits PREVAIL clinical research sites and Laboratory sites when physical support is required. Partnership for Research on Vaccines and Infectious Diseases in Liberia (PREVAIL) Liberia – U.S. Joint Clinical Research Partnership The Mitchell Group, Inc. (TMG)
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Interpersonal
• Reacts to issues or technical situations that require immediate attention.
• Any other task assigned.
Qualifications
• Education: A Bachelor’s degree or higher in computer science, IT, or related technical fields.
 Experience/requirements:
• A minimum of 2 years of experience in IT customer service support
• Experience with managing large software applications is a plus.
• Must have excellent customer service skills along with strong written and verbal communication skills.
• Familiarity with Linux and Windows Server operating systems
• Must demonstrate organization and prioritization skills to manage time and have effective decision-making and problem-solving skills.
• Must have the ability to effectively communicate technical issues both internally and externally.
• Experience providing support for web, desktop, mobile, and database applications
• Exposure and working knowledge IT support tools in the capacity of an administrator
• Application support, database maintenance and migration activities, and SQL exposure are all relevant technical experiences.
Application Instructions:
Click the apply button below.