Senior IT Support Analyst

Iovance Biotherapeutics • Philadelphia, PA

1d • Hybrid

About The Position

The IT Support Analyst will fill a critical role in supporting the on-site Iovance staff, as well as other US-based Iovance offices remotely. The ideal candidate will possess excellent troubleshooting, communication, and customer service skills. The position will also support the resolution of IT helpdesk tickets, collaborating with the IT team.

Requirements

• 8+ years of experience in providing IT Helpdesk support in a high-pace business environment.
• Ability to lift/move computer equipment weighing up to 50 Lbs.
• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc).
• Strong Break / Fix skills with desktops, workstations, notebooks, printers, and handhelds.
• 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.
• Familiar with ITIL process and framework.
• Able to don cleanroom garments and personal protective equipment (scrubs, gowning coverall, sterile boots, masks, gloves, goggles) aseptically and work in a clean room environment for extended periods of time.
• Working on flexible day/hour schedule as required.

Nice To Haves

• Lab computer experience a plus.
• Quality mindset and familiar with 21 CFR Part 11 and standard GxP best practices.
• 0365, SharePoint, Office Suite, Active Directory.
• Lenovo and Dell Laptops (Win 10).
• SSO (Okta), MFA (Okta), MDM (Airwatch).
• Zendesk.
• Understanding of various protocols, TCP/IP, HTTP(S), SSL, WWW, JMS, FTP, Telnet, DNS, DHCP, VNC, RDP, NAT, SMTP.
• Certifications: CompTIA A+, HP Hardware Support, MCSE, or other relevant certifications.
• College degree: BS in Computer Science or Information Systems.

Responsibilities

• Provide support for systems/infrastructure including 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, switches, firewalls, racks, and cabling.
• Manage and troubleshoot mobile devices (Android/iOS).
• Experience with Microsoft Intune, including managing, enrolling, and troubleshooting corporate devices through Intune.
• Support IT needs in Labs.
• Support Executives' IT needs.
• Lead small-scale IT initiatives or serve as site lead for projects.
• Manage the ticketing queue for assigned tickets.
• Produce and maintain documentation and asset management data for hardware and software.
• Conduct new hire orientation/basic IT training and ensure 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 be compliant with company policies.
• Produce reports and maintain documentation and asset management.
• Liaise with third-party vendors for purchases and timely delivery.
• Effectively translate technical concepts into easy-to-understand language to assist customers.
• Provide status and completion information to supervisor, problem request tracking system, and/or users, via voice mail, e-mail, chat, or in-person communications.
• Work with vendors to transition and shift left actions to bring in process and operational efficiencies.
• Adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics.
• Perform miscellaneous duties as assigned.
• 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.

Benefits

• Reasonable accommodations may be made upon request to enable individuals to perform essential functions. Please contact Human Resources to request an accommodation.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed