IT Support Analyst

About the position

The IT Support Analyst will provide tier 1 and tier 2 support for enterprise applications used at Biodesix, while ensuring seamless functionality and user satisfaction. The Application Support Analyst will conduct first-level analysis, troubleshoot complex problems, manage incidents, and monitor issues to ensure timely resolution. They will collaborate with cross-functional teams to enhance system performance. This role requires a proactive, detail-oriented individual with strong problem-solving skills, excellent communication abilities, and a passion for continuous improvement. The successful candidate will play a crucial role in maintaining operational efficiency and supporting our mission of delivering innovative clinical diagnostic solutions.

Responsibilities

• Provide tier 1 and tier 2 support for enterprise applications at Biodesix, addressing and resolving technical issues promptly.
• Monitor and manage application support IT help tickets, ensuring timely updates and resolutions.
• Utilize multiple communication mediums to provide support, including phone, email, video conference, and chat.
• Coordinate with subject matter experts across the company to diagnose and resolve user problems.
• Manage escalation of complex and high-priority issues, ensuring efficient resolution.
• Monitor application performance and proactively identify and resolve potential problems.
• Update support tickets, provide status updates, and follow up on resolutions to customers.
• Maintain detailed documentation of support activities, issue resolutions, and system configurations.
• Assist in the development and implementation of support procedures and best practices.
• Collaborate with cross-functional teams to enhance system performance and support new application deployments.
• Provide user training for new and existing employees to ensure effective use of enterprise applications.
• Work alongside other ITS team members to proactively elevate technology and consistently apply best practices.
• Ensure compliance with IT policies and procedures and assist in the development of new policies as needed.

Requirements

• Strong technical skills with personal computers, laptops, mobile devices and peripherals.
• Strong analytical skills with the ability to define and identify solutions.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
• Excellent communication and customer service skills, including the ability to assist customers in person and remotely.
• Ability to work independently and as part of a team.
• A motivated self-starter comfortable in an environment that is innovating and changing rapidly; willing to be flexible in project deliverables.
• Familiarity with Saleforce.com platform, preferred.
• Familiarity with relational databases and SQL queries, preferred.
• Familiarity with issue tracking software (such as Azure DevOps, Spiceworks or Bugzilla), preferred.
• Exposure with HIPAA and other regulatory requirements, preferred.
• Exposure to lab or medical business environments and any Lab Information Management System (LIMS), preferred.

Nice-to-haves

• Familiarity with Saleforce.com platform.
• Familiarity with relational databases and SQL queries.
• Familiarity with issue tracking software (such as Azure DevOps, Spiceworks or Bugzilla).
• Exposure with HIPAA and other regulatory requirements.
• Exposure to lab or medical business environments and any Lab Information Management System (LIMS).

Benefits

• Base Salary Starting at $27 per hour
• Discretionary Bonus opportunity
• Comprehensive health coverage: Medical, Dental, and Vision
• Insurance: Short/Long Term Disability and Life Insurance
• Financial benefits: 401(k), Flex Spending Account
• 120 hours of annual vacation
• 72 hours of paid sick time off
• 11 paid holidays + 3 floating holidays
• Employee Assistance Program
• Voluntary Benefits
• Employee recognition program