Senior IT Support Analyst

Overview

The IT Support analyst will fill a critical role at 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 IT team.

Essential Functions and Responsibilities

• Provide support for the following (but not limited to) systems/infrastructure:
• Laptops and desktops, hardware, printers, scanners and other computer peripherals
• Zebra printer support. Out of the box calibration and troubleshooting daily issues.
• Audio/Video conference room equipment, telephone systems, meeting software, messaging and collaboration tools. Zoom Room support.
• MS365 suite. including Sharepoint, permissions and access management
• Support for network devices such as routers and switches, firewalls, racks, cabling, etc.
• 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
• Lead small-scale IT initiatives or serve as site lead for projects
• Manage the ticketing queue for assigned tickets
• Perform mobile device (Android/IOS) troubleshooting and management.
• Produces and maintains 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
• Managing Computer Imaging and Patching operations to be compliant with company policies
• Produces reports and maintains documentation and asset management
• Liaises with third party vendors for purchases and timely delivery.
• Effectively translates technical concepts into easy to understand language to assist customers.
• Provides status, and completion information to supervisor, problem request tracking. system, and or users, via voice mail, e-mail, chat, or in-person communications
• Working with Vendors to transition and shift left actions to bring in process and operational efficiencies
• Must adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics.
• Perform miscellaneous duties as assigned.

Required Education, Skills, and Knowledge

• 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, is required.
• Familiar with ITIL process and framework.
• Lab computer experience a plus.
• Quality mindset and familiar with 21 CFR Part 11 and standard GxP best practices

Preferred Education, Skills, and Knowledge

• 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.
• 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
• 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

Physical Demands and Activities Required

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made upon request to enable individuals to perform essential functions. Please contact Human Resources to request an accommodation.

• Must be able to remain in a stationary position standing or sitting for prolonged periods of time.
• Must be able to move about inside an office and exert up to 10 pounds of force occasionally or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must have visual acuity to perform activities such as: preparing and analyzing data and figures, viewing a computer screen, and extensive reading.
• This position requires repetitive motion, substantial movements (motions) of the wrist, hands, and/or fingers.
• Must be able to communicate with others to exchange information.

Mental

Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem-solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Work Environment

This job operates in a professional workplace or remote office environment and requires standard office equipment and keyboards. Employees who work remotely are expected to maintain their workspace and environment safely and free from safety hazards.