IT Support Analyst II [Contract]

Job Description

Job Description

Salary : Overview

Overview

As an IT Support Analyst-II, your primary responsibility will be to provide technical support to system users within Iovance.

You will be required to evaluate user needs, define technical problems, and collaborate with engineering and development teams to determine effective solutions.

Your role will involve assisting users in implementing solutions and performing ongoing activities to maintain and enhance overall system performance.

Essential Functions and Responsibilities

• Laptops, desktops, hardware, printers, scanners, and other computer peripherals.
• Zebra printers. Provide out-of-the-box calibration and troubleshoot daily issues.
• Audio / Video conference room equipment, telephone systems, meeting software, messaging, and collaboration tools. Provide Zoom Room support.
• The MS365 suite includes SharePoint, permissions, and access management.
• Network devices such as routers and switches, firewalls, racks, and cabling.
• Mobile device management and troubleshooting.
• IT as needed in Labs / Manufacturing areas.
• Manage the ticketing queue, including escalations.
• Troubleshoot and manage mobile devices (Android / IOS).
• 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.
• Effectively translate technical concepts into easy-to-understand language to assist customers.
• Provide IT support for Town Halls, critical meetings, audits, and All Hands events.
• Install and support 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.
• Research new technical solutions for end-users.
• Provide guidance to management and mentor other team members.
• Provide status and completion information to the supervisor and track problem requests from the system and users via voicemail, email, chat, or in-person communications.
• Work with leadership to decide and purchase new models dependent on business needs.
• Work with vendors to transition and shift left actions to bring in process and operational efficiencies.
• New hire orientation activities and end-user training.
• Act as an IT administrator on various IT systems and assist with tasks such as setting up systems, users, roles, access levels, user onboarding training, etc.
• Provide escalated technical support for application incidents reported through the help desk.
• Perform or participate in the analysis of systems / applications / databases and coordinate implementation and maintenance plans, including troubleshooting issues.
• Support IT office systems for Tier 2 support for end-users and conferences / events.
• Must adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics.
• Perform miscellaneous duties as assigned.

Required Education, Skills, and Knowledge :

• 5-9 years of experience in providing IT Operations and Infrastructure support.
• Experience with VoIP systems, including troubleshooting and system management.
• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint, etc.).
• Strong Break / Fix skills with desktops, workstations, notebooks, printers, and handhelds.
• Broad experience in IT with a strong understanding of networks, servers, and telecoms
• Strong customer service skills.
• Ability to provide consistent, excellent customer support to the 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.
• Detail-oriented and self-motivating.
• Working knowledge of IT Service Management framework and / or ITIL concepts and practices.
• Ability to work in a flexible, team-oriented environment.

Preferred Education, Skills, and Knowledge :

• 0365, SharePoint, Office Suite, Active Directory
• Lenovo and Dell Laptops (Win 10)
• SSO (Okta), MFA (Okta), MDM (Airwatch)
• Zendesk or similar Ticket-tracking software
• Understanding of various protocols, TCP / IP, HTTP(S), SSL, WWW, JMS, FTP, Telnet, DNS, DHCP,
• VNC, RDP, NAT, SMTP
• Lab computer experience
• Certifications : CompTIA A+, HP Hardware Support, MCSE, or other relevant certifications
• BS in Computer Science or Information Systems.

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

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

Physical Demands and Activities Required

• 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 50 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 prepare and analyze data and figures, view a computer screen, and read extensively.
• 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 position will work in both an office and a laboratory setting. When in the lab, there may be a risk of exposure to hazardous or biological waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning, and / or disposal of contaminated areas and waste.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description.

They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Iovance 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.

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