Advarra Columbia , MD 21044
Posted 2 weeks ago
At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.
Company Culture
Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.
At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.
Summary
Working under general supervision, the Information Technology Engineer II provides Tier 1 & 2 technical support and is responsible for identifying, troubleshooting and prioritization and the timely escalation of technical problems and service requests. They are responsible for tracking and monitoring all incoming requests as necessary to meet company defined service level agreements including providing status reports to IT management and end-users. They will maintain IT assets, user accounts and hardware and software inventory supply records.
Job Duties & Responsibilities
Manage all end user interactions including:
Installation, upgrades, troubleshooting, repairs of all devices and software and the documentation and verification of specific steps taken.
Recovery of corrupted/ failed device data
Coordination with IT vendors and contractors
Insuring applicable antivirus and malware protection
Reporting all non-compliance with IT Policies and Procedures
Tracking and reporting movement of devices and changes in installed software
Reporting all operational issues and significant concerns to management
Screens, prioritizes, and fulfills helpdesk tickets in Jira ServiceDesk and reports on status
Escalate helpdesk requests in a timely fashion to other technicians, as necessary
Track and monitor problem resolution rates and status for all active IT related helpdesk tickets
Provide in-person, telephone, and remote technical assistance for IT supported solutions
Conduct day-to-day IT Department organizational tasks, including:
Maintain organization and security of inventory for all IT hardware and software
Ordering, receiving, tracking, and distributing purchased products
Organizing and maintaining clutter-free IT storage, staging and personal work areas
Follow applicable IT Department and Advarra's Procedures
Proactively learn and utilize new technologies, concepts, and procedures as appropriate to project requirements
Identify opportunities to improve and update software and systems
Design training programs and workshops for staff
Other duties which may be assigned to support Advarra's Mission Statement and Core Values
This position is included, and expected to participate, in a rotating schedule of on-call participants to ensure that the after-hours needs of the company are met in a reliable manner
Working under direct supervision may also be responsible for routine system administrative task, including:
Conducting system maintenance and operational checks
Monitoring backup performance and rotation to media to off-site facility
Creation of standardized workstation images and maintaining records of image distribution and inventory
Other administrative tasks as requested
Location
This role is open to candidates working remotely in the United States or Ireland.
Basic Qualifications
Preferred Qualifications
Proficient with Windows 7/10 operating systems, Windows Server 2012/2016, Active Directory administration, Email Spam Filter management, VoIP Systems, Microsoft Office Suite
Proven experience with end point management tools or platforms, Kaseya preferred
Familiar with workstation security configuration, including local and network accounts, user permission, etc.
Advanced knowledge of installing, configuring, troubleshooting and administering cloud-based services including Microsoft 365, GSuite, Zoom
Experience with networking administration (networking, IP configuration, wireless configuration) experience with Meraki/ CISCO firewall, switches preferred
Strong organization and multi-tasking skills
Work independently; planning, organizing, scheduling and completing work within deadlines
Maintain a high level of confidentiality and discretion within the IT department
Manage conflicting demands and priorities
Ability to adapt to changes in technology, equipment and/or processes
Effective verbal and written communication skills
Customer service skills
Ability to work on issues for and interact with executive level leadership
Physical and Mental Requirements
Sit or stand for extended periods of time at stationary workstation
Regularly carry, raise, and lower objects of up to 10 Lbs.
Learn and comprehend basic instructions
Focus and attention to tasks and responsibilities
Verbal communication; listening and understanding, responding, and speaking
US Equal Employer Opportunity (EEO) Statement
Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.
Pay Transparency Statement
The base salary range for this role is $61,200 - $104,100. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.
Advarra