Description:

M3 is the global leader in digital solutions in healthcare. We work with a range of sectors including healthcare, life sciences, pharmaceuticals, biotechnology and charities; services provided to these sectors include market research, medical education programs, promotional programs, clinical development, job recruitment and clinic appointment services. M3 has grown by more than 20% year-on-year for the past 15 years, achieving over 1 billion dollars in revenue annually.

Founded in 2000, with start-up investment capital from Sony, M3's mission is to make use of the internet to increase, as much as possible, the number of people who can live longer and healthier lives, and to reduce, as much as possible, the amount of unnecessary medical costs. Key achievements of M3 Inc. include:

• Named in Fortune's 2020 ‘Future 50' list, ahead of Facebook and Amazon
• Ranked in Forbes' 2020 Global 2000 list of the world's largest public companies
• M3 is the only company incorporated after the year 2000 to be included in the Nikkei 225 Index
• Listed in Forbes' ‘Asia's 200 Best Over a Billion' in 2019
• In 2020 M3 founded the ‘M3: Stop COVID-19 Fund' and pledged one billion yen to support COVID-19 related initiatives

M3's legacy lies in the power of trusted physician platforms. Around the world, M3 organizations leverage these highly engaged digital communities to deliver medical education, job placement, and market research, to improve global patient outcomes.

Due to our continued growth, we are hiring for an IT Support Specialist for M3USA, Corporate. You will be asked to come into our Dallas, TX office about 2 days per week and work remote the remainder of the week.

Mission:

The IT Support Specialist provides IT software, hardware, and network support for all M3 employees by diagnosing user issues and guiding them through step-by step solutions.

Essential Duties and Responsibilities:

Including, but not limited to the following:

• Clearly communicate technical solutions in a user-friendly, professional manner

• Provide one-on-one end-user training as needed

• Manage the support queue for the help desk

• Properly assign and route tickets to other departments queue's, providing detailed documentation when escalating or routing tickets

• Escalate more complex technical issues as needed

• Troubleshoot network printer problems

• Troubleshoot end user hardware and software

• Conduct hardware and software inventory database maintenance and upkeep.
• Perform related work as required

Other Duties and Responsibilities:

• Strong customer service skills; answering client and employee calls; prompt return and follow up to all interactions; prompt response to requests for information
• Monitor incoming Support Center queue
• Multitask and organize large amounts of documentation and emails
• Effective communication with customers and teammates
• Thorough documentation of each user issue within the ticketing system

Requirements:

• Associate's degree and A+ Certification preferred
• 3+ years of technical support experience required
• Advanced knowledge of Windows OS
  
• Strong remote support skills and familiarity resolving user issues using a ticketing system (we use JIRA)
• Desktop support experience with MS Office, A/V clients, Browsers, Adobe, Office 365 Email
• Strong experience with file sharing and access permissions.
• Level 1 Network Support experience and an understanding of DNS, DHCP and commands/utilities such as ping, tracert, nslookup, robocopy, cell phone email apps, Active Sync for Droid, iPhone, set up and troubleshooting
• Hardware break fix experience and an understanding of VPN clients and site-to-site VPN's.
• Familiarity with Active Directory--account and group creation and editing GPO Settings.
• Mac experience is a plus
• Requires strong organization, written and verbal communication skills
• Must have the ability to work independently and function as a successful and participating team member
• Must be detail oriented and able to work on multiple tasks at one time
• Ability to learn and adapt to new technology and critical thinking and logical problem resolution is key
• This position requires a rotating on-call component for 24/7 availability.

Benefits:

A career opportunity with M3 USA offers competitive wages, and benefits such as:

• Health and Dental
• Life, Accident and Disability Insurance
• Prescription Plan
• Flexible Spending Account
• 401k Plan and Match
• Paid Holidays and Vacation
• Sick Days and Personal Days

*M3 reserves the right to change this job description to meet the business needs of the organization