It Engineer Ii

Advarra provides integrated solutions that safeguard trial participants, empower clinical sites, ensure compliance, and optimize research performance. Connecting the clinical research ecosystem, Advarra delivers solutions through a site-centric approach that unifies and accelerates the drug development lifecycle, making clinical trials safer, smarter, and faster.

General Summary:
Working under general supervision, the IT 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.

Principal 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

Other Responsibilities:

• 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

Job Requirement

Education

• Bachelor’s degree or equivalent combination of education and related work experience.

Experience

• 3-5 years of experience in running, troubleshooting, and configuring mainly Microsoft Windows workstation products; Mac and Linux platforms are a plus

Knowledge/Skills/Abilities

• 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 30lbs
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking

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EEO Statement
Advarra provides equal employment opportunity to all individuals regardless of their race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status, citizenship, genetic information or any other status or characteristic covered by federal, state or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.

EEO/M/F/Disabled/Vets

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)