IT Support Analyst II [Contract to Hire]

Iovance Biotherapeutics • Philadelphia, PA

44d • Onsite

About The Position

The IT Support Analyst II will play a key role in supporting on-site Iovance staff in Philadelphia, as well as other U.S.-based Iovance offices remotely. The ideal candidate will bring strong troubleshooting, communication, and customer service skills to help resolve IT helpdesk tickets and maintain reliable end-user technology across the organization. This position is fully onsite at our Manufacturing Facility.

Requirements

• 2+ years of experience in providing IT Helpdesk support in a fast-paced business environment.
• Ability to lift/move computer equipment weighing up to 50 Lbs.
• Strong Microsoft 365 proficiency (Outlook, Word, Excel, PowerPoint, Teams).
• Strong hardware troubleshooting and repair skills with desktops, workstations, laptops, printers, and mobile devices.
• Experience supporting executives IT.
• Broad experience of IT with strong understanding of networks, servers and telecoms.
• Strong customer service skills.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
• Strong written and verbal communication skills.
• Ability to mentor or provide best practices to other members of the team.
• Must be detail oriented and self-motivating.
• Ability to work in a flexible, team-oriented environment, is required.
• Familiar with ITIL process and framework.
• Quality mindset and familiar with 21 CFR Part 11 and standard GxP best practices.

Nice To Haves

• Microsoft 365, SharePoint, Entra ID (Azure AD)
• Lenovo and Dell Laptops (Win 11)
• SSO (Okta), MFA (Okta)
• Experience with Microsoft Intune for device enrollment, policy configuration, compliance management, and application deployment across Windows, iOS, and Android platforms.
• Familiarity with Intune Autopilot for zero-touch device provisioning and automated Windows deployment.
• Ability to troubleshoot Intune-managed device issues including enrollment failures, policy conflicts, and conditional access problems.
• Understanding of various protocols, TCP/IP, HTTP(S), FTP, DNS, DHCP.
• Certifications: CompTIA A+, or other relevant certifications.
• Associate or Bachelor's degree in Computer Science, Information Systems, or related field preferred.
• Assist with tasks such as setting up systems, users, roles, access levels, user onboarding training, etc.
• Provide triage to tier-2 support of application incidents reported through the help desk.
• Perform or participate in analysis of systems/applications/databases and in the coordination of implementation and maintenance plans, including troubleshooting issues.
• Support IT office systems for Tier 2 support for End User and Conferences/Events.
• Assist with conducting New Hire Orientation.
• Ability to lift/move computer equipment weighing up to 50 Lbs.
• Working on flexible day/hour schedule as required.

Responsibilities

• Provide support for laptops and desktops, hardware, printers, scanners and other computer peripherals.
• Provide Zebra printer support, including out-of-the-box calibration and troubleshooting daily issues.
• Support audio/video conference room equipment, telephone systems, meeting software, messaging and collaboration tools, including Zoom Room support.
• Support the MS365 suite, including SharePoint, permissions and access management.
• Support network devices such as routers and switches, firewalls, racks, cabling, etc.
• Provide mobile devices management and troubleshooting.
• Experience with Microsoft Intune, including managing, enrolling, and troubleshooting corporate devices through Intune.
• Support IT needs in Labs.
• Support Executives IT needs.
• Manage the ticketing queue for assigned tickets.
• Perform mobile device (Android/IOS) troubleshooting and management.
• Produce and maintain documentation and asset management data for hardware and software.
• Conduct new hire orientation/ basic IT training and ensuring timely completion of offboarding.
• Provide IT support for Town Halls, critical meetings, audits and All Hands events.
• Perform application installation and support for common IT applications.
• Manage computer imaging and patching operations to ensure compliance with company policies.
• Produces reports on IT operations, ticket metrics, and asset inventory.
• Liaise with third-party vendors for procurement and timely delivery of IT equipment.
• Translate technical concepts into clear, easy-to-understand language for end users.
• Provide status and completion updates to supervisors and end users via email, chat, or in-person communication.
• Collaborate with vendors to streamline support processes and drive operational efficiencies.
• Must adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics.
• Perform miscellaneous duties as assigned.

Benefits

• The company is committed to cultivating and offering a diverse and inclusive work environment.
• As an equal-opportunity employer, our employees and applicants will be considered without regard to an individual’s race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.
• If you need assistance or accommodation to apply to one of our opportunities, please contact [email protected].
• By voluntarily providing information and clicking “Submit Application”, you explicitly consent to the collection and use of your personal information for the purposes described above and in our Candidate Privacy Notice.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree