Clinical Application IT Support

Medpace is a Clinical Research Organization that is rapidly growing across the globally. Due to our continued growth, we are in search of qualified and focused individuals for a vital role in our Core Lab department. Our Clinical Application Support provides multi Tiers support for clinical research and core lab platforms across Medical Imaging, ECG, connected medical devices, mobile applications, and virtualized workstations.This position will deliver timely, high-quality customer service to globally located end users and investigator sites by troubleshooting technical and workflow issues, tracking incidents through resolution, and performing software installation and validation activities. In addition, you will act as a key liaison between end users, internal development teams, core infrastructure teams, and external vendors to coordinate escalations and ensure seamless operations across clinical trials.

Responsibilities

• 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.

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;