Service Desk Engineer

About Orsini Specialty Pharmacy

Providing patients with comprehensive and compassionate care since 1987, Orsini Specialty Pharmacy is a leader in rare diseases and gene therapies. Orsini partners with biopharma innovators, healthcare providers, and payors to support patients and their families in accessing revolutionary treatments for rare diseases. Through integrated pharmacy distribution, patient services, clinical management and convenient home infusion services, Orsini delivers customized solutions that simplify how patients connect to advanced therapies. Orsini's high-touch care model centers on experienced and trained therapy care teams that provide personalized patient care to ensure that No Patient is Left Behind. Orsini Specialty Pharmacy holds accreditations with the Accreditation Commission for Health Care (ACHC), The Joint Commission, URAC and NABP. Orsini has earned URAC's Rare Disease Pharmacy Center of Excellence Designation and ACHC's Distinction in Rare Diseases and Orphan Drugs.

Our Mission

Orsini is on a mission to be the essential partner for biopharma innovators, healthcare providers, and payers to support patients and their families in accessing revolutionary treatments for rare diseases. Through our integrated portfolio of services, we seek to pioneer comprehensive solutions that simplify how patients connect to advanced therapies while providing holistic, compassionate care so that No Patient is Left Behind.

LIVE IT Values

At the heart of our company culture, the Orsini LIVE IT core values serve as guiding principles that shape how we interact with each other and those we serve. These values are the driving force behind our commitment to excellence, collaboration, and genuine care in every aspect of our work.

Leading Quality, Integrity, Valued Partner, Empathy, Innovation, Team-First

Position Summary

Provide hands-on IT Infrastructure engineering and Tier 1-3 help desk support to ensure overall stability, security, integrity, efficiency, and HIPAA/HITECH compliance of the company's on-premises and cloud environments. The infrastructure includes data center (server, storage, and virtualization), call center, local and wide-area network, desktop, mobile, telephone, cloud and security components, as well as infrastructure that supports critical systems used by software developers. Collaborates with the Senior Manager of Infrastructure to evaluate, acquire, implement, and manage infrastructure technologies (including hardware and software components) that fit within the Enterprise Architecture Framework. Exceptional analytical and problem-solving skills are required to help identify, communicate, and resolve highly complex issues.

Required Knowledge, Skills & Training

• Bachelor's Degree in Information Technology, Computer Science, Management Information Systems, related field or equivalent experience. MCSE, ITIL and Cisco certifications preferred.

• Prior experience in the healthcare, pharmacy, or pharmaceutical industries, preferred.

• Strong knowledge across the technology stack, including knowledge of, and experience with, network security, including use and management of cloud infrastructure.

• Exceptional analytical and problem-solving skills including the ability to handle complicated issues independently.

• 4+ years' experience in administration of IT infrastructure that supports mission critical, high availability systems with a national presence.

• Ability to clearly and concisely communicate ideas, proposals and recommendations.

• Ability to multitask and prioritize critical projects in a fast-paced environment driven by multiple deadlines.

• Incident and asset management service applications.

• General knowledge of physical and virtual servers including Active Directory, Azure AD, DHCP, DNS, email, file and print servers.

• General understanding of network hardware including switches, routers, firewalls, web filters.

• Mobile devices including IOS/Android phones and tablets.

• Highly self-motivated and directed, with the ability to juggle multiple activities with different priorities.

• Strong interpersonal and communication skills, including excellent customer support skills.

• Positive attitude, with experience working in a team-oriented, collaborative environment with a variety of stakeholders.

• Exceptional interpersonal, communication and customer service skills.

• Requires infrequent after business hours maintenance and support.

Essential Job Duties

• Provide hands-on IT Infrastructure engineering and Tier 1-3 help desk support to ensure overall stability, security, integrity, efficiency, and HIPAA/HITECH compliance of the company's on-premises and cloud environments.

• Acts as primary Help Desk contact for all types of infrastructure related issues and requests.

• Working with the senior manager of Infrastructure and IT partners, provision, implement, and manage infrastructure and end-user computing technologies that meet strategic initiatives from solutions that include commercial off-the-shelf (COTS) products, Software as a Service (SaaS), Infrastructure-as-a-Service (IaaS), Platform as a Service (PaaS) and in-house hosted solutions.

• In collaboration with the Senior Manager of Infrastructure, develop and train on infrastructure policies, procedures, technical schematics, and process flow diagrams.

• Monitor infrastructure operations, including an alert system that reports on the health, performance, and capacity of infrastructure technologies and components.

• Monitor all infrastructure hosting and operations, including on premise and public cloud infrastructure associated to SaaS and IaaS.

• Utilize IT Service Desk including help desk ticketing, change and asset management and ensure end users receive support within agreed upon SLAs.

• Assist the Senior Manager of Infrastructure in the development of business cases for the implementation of new IT solutions.

• Processes and applies a broad knowledge of principles, practices and procedures related to IT operational support focused on cloud computing, virtualization, server management, storage network and security, telephony, mobile data management and applications in an enterprise environment.

• Administers and maintains end user accounts, permissions, and role-based access rights while adhering to principles of least privilege.

• In collaboration with the Senior Manager of Infrastructure, supports server and security audits in conjunction with HIPAA/HITECH compliance.

• Recommends, schedules, and performs network improvements, upgrades, and repairs.

• Meets routinely with team members and management to ensure proper information flow, including incident management reporting and project task updates.

• Create and maintain all relevant process and knowledge-based documentation related to service desk activities.

Employee Benefits

• BCBSL Medical

• Delta Dental

• EyeMed Vision

• 401k

• Accident & Critical Illness

• Life Insurance

• PTO, Holiday Pay, and Floating Holidays

• Tuition Reimbursement