IT Support Analyst II

The role

The IT Support Analyst II provides technical support for on-site staff in Philadelphia and other U.S. offices remotely. This role involves troubleshooting hardware, software, and network infrastructure while managing the IT ticketing queue.

What you will do

• Provide support for laptops, desktops, hardware, printers, scanners and other computer peripherals
• Support Zebra printer calibration and troubleshooting
• Support audio/video conference room equipment, telephone systems, meeting software, messaging and collaboration tools
• Manage MS365 suite including SharePoint, permissions and access management
• Support network devices such as routers, switches, firewalls, racks, and cabling
• Manage and troubleshoot mobile devices
• Manage the ticketing queue for assigned tickets
• Produce and maintain documentation and asset management data
• Conduct new hire orientation and basic IT training
• Provide IT support for Town Halls, critical meetings, audits and All Hands events

Required qualifications

• 2+ years of experience in providing IT Helpdesk support in a fast-paced business environment
• Ability to lift/move computer equipment weighing up to 50 Lbs
• Strong Microsoft 365 proficiency (Outlook, Word, Excel, PowerPoint, Teams)
• Strong hardware troubleshooting and repair skills with desktops, workstations, laptops, printers, and mobile devices
• Experience supporting executives IT
• Broad experience of IT with strong understanding of networks, servers and telecoms
• Strong customer service skills
• Strong written and verbal communication skills
• Ability to mentor or provide best practices to other members of the team
• Familiar with ITIL process and framework
• Quality mindset and familiar with 21 CFR Part 11 and standard GxP best practices

Nice to have

• Lab computer experience
• Microsoft 365, SharePoint, Entra ID (Azure AD)
• Lenovo and Dell Laptops (Win 11)
• SSO (Okta), MFA (Okta)
• Experience with Microsoft Intune for device enrollment, policy configuration, compliance management, and application deployment
• Familiarity with Intune Autopilot
• Understanding of various protocols, TCP/IP, HTTP(S), FTP, DNS, DHCP
• CompTIA A+ or other relevant certifications
• Associate or Bachelor's degree in Computer Science, Information Systems, or related field

About the company

Iovance Biotherapeutics, Inc. is the global leader in innovating, developing, and delivering tumor infiltrating lymphocyte (TIL) cell therapies for patients with solid tumors.