E-Notebook Support Specialist

Matrix Information Consulting, Inc., a certified Women Owned Business Enterprise is dedicated to providing the highest quality information technology consulting services and permanent employee placements to our clients as their Business Information Technology Partner. This is achieved through the in-depth use and understanding of today's emerging technologies and the commitment of a dedicated, highly motivated staff. We pride ourselves on delivering to our clients the most value in the Information Technology arena.

We are currently searching for a qualified candidate to fill the following position for a E-Notebook Support Specialist.

The position will entail the following:
•The E-Notebook Support Specialist will respond to client issue resolution requests recorded by the client's Help Desk.
•She or he will provide triage of calls and resolution of Tier 2 (and higher level issues) in a timely manner.
•Candidate will collaborate with E-Notebook System Administrator, Cambridge Soft Engineers and key project members for resolution of issues.
•The Support Specialist will collaborate with QA resource for the creation of a deployment testing paradigm and execution of testing paradigm for scheduled upgrades.
•Candidate will be responsible for the creation and maintenance upkeep of all user guides, training material and FAQ's for the E-Notebook knowledge base.
•Candidate will be responsible for improving Tier 1 Knowledge Base for the client's Help Desk.
•The candidate will be required to deliver E-Notebook training and provide E-Notebook coaching to new and existing users.
•She or he must demonstrate effective problem solving ability to evaluate the root cause of specific application issues and develop effective solutions while maintaining high customer satisfaction levels.
•Candidate must be familiar with Drug Discovery processes and computing environment and must have technical acumen to resolve Tier 2 requests.
•Candidate must demonstrate strong oral and written communication skills via the development of SOP's, FAQ's or other knowledge base documentation. A BS degree in computer (IT) or scientific discipline is required, 4 years experience in a application/informatics support role is preferred.
REQUIREMENTS
The following are the accreditations and skills required to be qualified for the E-Notebook Support Specialist:

education: BA/BS

Desktop Application Support, Customer Care, E-Notebook Support, Pharmaceutical (familiar with Drug Discovery processes)

assignment length: 3 months

Only those with knowledge of basic SQL and understanding of database structures should apply!!

An entrepreneurial firm, Matrix has grown in its 20-year history from its beginnings in staff augmentation service provider to a 30+ million dollar, full service consulting agency placement firm. Matrix now employs more than 200 professionals and markets primarily to the Fortune 1000 business segment.