Information Technology Engineer II

Company InformationAt 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 CultureOur 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.Job Overview SummaryWorking 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 dataCoordination with IT vendors and contractorsInsuring applicable antivirus and malware protectionReporting all non-compliance with IT Policies and ProceduresTracking and reporting movement of devices and changes in installed softwareReporting all operational issues and significant concerns to managementScreens, prioritizes, and fulfills helpdesk tickets in Jira Service Management and reports on statusEscalate service desk requests in a timely fashion to other engineers, as necessaryTrack and monitor problem resolution rates and status for all active IT related helpdesk ticketsProvide in-person, telephone, and remote technical assistance for IT supported solutionsConduct day-to-day IT Department organizational tasks, including:On- and off-boarding of user accounts and equipmentMaintain organization and security of inventory for all IT hardware and softwareOrdering, receiving, tracking, and distributing purchased productsOrganizing and maintaining clutter-free IT storage, staging and personal work areasFollow applicable IT Department and Advarra’s ProceduresProactively learn and utilize new technologies, concepts, and procedures as appropriate to project requirementsIdentify opportunities to improve and update software and systemsDesign training programs and workshops for staffOther duties which may be assigned to support Advarra’s Mission Statement and Core ValuesThis 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 mannerWorking under direct supervision may also be responsible for routine system administrative task, including:Conducting system maintenance and operational checksMonitoring backup performance and rotation to media to off-site facilityCreation of standardized workstation images and maintaining records of image distribution and inventoryOther administrative tasks as requestedLocation This role is open to candidates working Hybrid in Wellesley, MA.Basic Qualifications3-5 years of customer-focused experience in supporting end users running, troubleshooting, and configuring mainly Microsoft Windows workstation products; Mac platform a plusBachelor’s degree or equivalent combination of education and related work experiencePreferred QualificationsProficient with Windows 11 operating systems, Azure Active Directory administration, Exchange Online, Microsoft Office SuiteProven experience with end point management tools or platforms, Kaseya preferredFamiliar 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, Slack, ZoomStrong organization and multi-tasking skillsWork independently; planning, organizing, scheduling and completing work within deadlinesMaintain a high level of confidentiality and discretion within the IT departmentPrioritize and manage conflicting requests and tasksAbility to adapt to changes in technology, equipment and/or processesEffective verbal and written communication skillsExcellent customer service skillsAbility to provide support to and interact with all levels of roles in the business, including executive level leadershipPhysical And Mental RequirementsSit or stand for extended periods of time at stationary workstationRegularly carry, raise, and lower objects of up to 10 Lbs.Learn and comprehend basic instructionsFocus and attention to tasks and responsibilitiesVerbal communication; listening and understanding, responding, and speakingAdvarra 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.The base salary range for this role is $ 70,561 - $122,684. 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.