Helpdesk Manager Jobs in Allen, TX (NOW HIRING)

Join Us in Shaping the Future of Clinical Research 

Adams Clinical is a leading clinical trial site network committed to accelerating the development of life-changing medicines. Our mission is simple: deliver uncompromising data quality, safety, and diverse enrollment to advance healthcare. Our vision is to set the gold standard for clinical trial excellence. We believe our people make the difference. Guided by our core values-Scientific Rigor, Operational Excellence, Commitment to Sponsors and Participants, and Authentic Collaboration-we create an environment where meaningful work drives meaningful change. 

At Adams Clinical, you'll find: 

• A culture of respect, transparency, and continuous improvement 

• Opportunities for professional growth and learning 

• A team dedicated to improving lives through innovation and integrity 

If you're passionate about making an impact in clinical research and want to be part of a collaborative, mission-driven organization, we'd love to have you on our team. 

Job Role

Adams Clinical is seeking a seasoned Helpdesk Specialist to join the ranks of its growing IT team.  You will be working closely with medical, research and administrative personnel to provide the IT tools they need to further important clinical research surrounding Alzheimer's Disease, depression, anxiety and much more. In this role, you report directly to the Senior IT Operations Manager and provide tier 1 Helpdesk support to a 350-person operation across six locations, with DeSoto as your primary focus.  You'll assist staff both in-person and remotely via ticketing system, chat, email, phone and remote control.  Your efforts ensure the company continues to receive extremely fast, courteous, high-quality IT support day after day. 

The ideal candidate is a charismatic IT generalist who possesses a wide variety of troubleshooting knowledge.  If you flourish in fast-paced environments, excel at problem-solving and possess strong written & spoken communication skills, we want to speak with you! 

Key Responsibilities

This role provides fast, friendly Tier I tech support to staff and visitors, ensuring all incoming requests are acknowledged within an hour and triaged appropriately. Responsibilities also include documenting incidents and troubleshooting steps in the ticketing system, contributing to internal wiki documentation and assisting with hardware procurement and asset management.

Pay:  $60,000 - $65,000 annually

Qualifications: 

• Bachelor's degree required
• 1-3 years in customer-facing IT support
• Strong written and verbal communication skills
• Experience with ticketing systems and VoIP phone support
• Advanced Windows 10/11 troubleshooting; basic Mac OS X troubleshooting
• Basic understanding of network infrastructure (DHCP, DNS, static/dynamic IP, NAT)
• Experience with Microsoft 365 cloud administration
• Typing speed of 70+ wpm
• Hybrid schedule: on-site in DeSoto, TX three days/week

• 401(k) matching
•  Medical, Dental, & Vision insurance
•  Employee assistance program
•  Flexible spending account
•  Health insurance
•  Health savings account
•  Life insurance
•  Paid time off
•  Parental leave
•  Professional development assistance

Adams Clinical is committed to being an equal opportunity and affirmative action employer. We focus on hiring and nurturing top talent. All employment decisions, including recruitment, hiring, promotion, compensation, transfer, training, discipline, and termination, are made based on the candidate's or employee's qualifications relevant to the position. These decisions are made without regard to age, sex, sexual orientation, gender identity or expression, genetic information, race, color, creed, religion, ethnicity, national origin, citizenship, disability, marital status, military status, pregnancy, or any other legally protected status. 

In compliance with federal law, all individuals hired must, as a condition of employment, provide documentation verifying their identity and authorization to work in the United States and complete Form I-9 within the required timeframe. Adams Clinical participates in E-Verify to confirm employment eligibility.