IT Analyst

Science 37 • Morrisville, NC

1d • Onsite

About The Position

The IT Analyst supports Science 37 staff under the direction of the Associate Director, IT. This onsite role in the Morrisville, North Carolina office handles daily helpdesk issues, in-person technical support, facility and IT maintenance projects, equipment repairs, and preventative maintenance. The analyst leads equipment procurement, provisioning, and inventory control, and supports onboarding and offboarding for office and remote staff. The position also contributes to IT projects, user training, and office physical security and access control.

Requirements

• Bachelor's degree in a related technology field, or equivalent applicable experience; the degree is listed as preferred.
• Strong technical knowledge of computers and mobile devices, including Macs, iPhones, iPads, and Android devices.
• Understanding of Google Apps, IP networks and equipment, Wi-Fi technologies, and printers.
• Basic familiarity with MDM concepts and tools such as Jamf, Kandji, Intune, or Apple Business Manager, and with Apple Configurator for device setup; hands-on experience is not required, and training will be provided.
• Hands-on experience troubleshooting basic network issues such as Wi-Fi, switches, access points, and cabling.
• Experience setting up and supporting conference room and AV equipment, such as Zoom Rooms, Google Meet hardware, displays, and audio systems.
• Knowledge of SSO (Okta).
• Understanding of access control and physical security measures.
• Prior experience with in-person and remote user support and training.
• Ability to work independently with minimal supervision, take initiative, and complete tasks.
• Ability to collaborate, manage projects and tasks, meet timelines, and adapt to changing priorities.
• Proactive problem-solving, resourcefulness, sound situational decision-making, attention to detail, and results orientation.
• Strong time management, organizational, customer service, and interpersonal skills, with a professional and approachable presence for in-person support.
• Ability to communicate in English verbally and in writing.
• Ability to ship, package, and unpack equipment and supplies weighing up to 50 pounds.
• Willingness to travel up to 20% as needed for project team meetings, client presentations, and other professional meetings or conferences.

Nice To Haves

• Hands-on experience with MDM tools and Apple Configurator; experience is a plus but not required.

Responsibilities

• Provide user support through service desk tickets, email, direct messages, IT hotline calls, and in-person assistance, including participation in assigned 24-hour on-call rotations.
• Triage incoming requests and issues and escalate them to higher-tier support when necessary.
• Provide walk-up support for hardware, software, account, and peripheral issues.
• Set up, maintain, and troubleshoot conference rooms and meeting spaces, including video conferencing systems, displays, cameras, microphones, and other AV equipment; support meetings and events as needed.
• Perform first-line network troubleshooting for Wi-Fi, wired connections, switches, access points, and cabling, escalating complex issues to the appropriate team or vendor.
• Set up and maintain office workstations, printers, and peripherals, including desk setups for new hires and office moves.
• Assist with device enrollment, provisioning, and basic management through the company's MDM platform; prepare devices with Apple Configurator, apply standard configurations, and support device wipes and reassignments during onboarding and offboarding.
• Lead management of IT equipment inventory.
• Assist with procurement and provisioning vendor relationships and processes supporting onboarding and offboarding.
• Coordinate shipping and receiving of IT equipment for remote staff, including preparing and shipping new-hire devices, arranging offboarding returns, processing repairs and replacements, and tracking shipments.
• Create internal and external training documentation and provide user training when needed.
• Collaborate with IT System Administrators on projects and tasks, including system implementations, maintenance, audits, analysis, and other IT work.
• Coordinate with the Security Team on office physical security and access control.
• Research and evaluate emerging technologies, hardware, and software.
• Accurately convey information and requirements for each project or task.

Benefits

• Comprehensive and competitive total reward package.
• Continuous learning culture and engaging work intended to support professional development.
• Employee well-being support and resources intended to help team members succeed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level