IT Support Analyst

Lumanity; Boston (MA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

401(k) plan with employer match

Paid time off plus holidays

Job summary

Lumanity is seeking an IT Support Analyst to join our global IT department in Boston with a flexible hybrid schedule (minimum 3 days in office). You will serve as the first point of contact for IT inquiries and handle incidents using ITSM tools, while supporting a range of Windows-based environments and enterprise applications.

Responsibilities include service delivery, operations, and project work under the IT Support Manager, with onboarding/offboarding and vendor coordination as needed.

Qualifications

• Degree in CS or 3 years equivalent experience
• ITIL v4 experience preferred
• Hands-on helpdesk experience
• Experience with AD/DNS/WSUS/Print Services
• Windows 10/11 troubleshooting
• Office 365 administration

Responsibilities

• Provide level one (and some level two) IT support for Enterprise employees and contractors
• Troubleshoot PC/laptop issues via phone or remote tools
• Log incidents and service requests in ITSM and track progress
• Escalate issues to appropriate teams with timelines
• Collaborate with external vendors for advanced troubleshooting
• Maintain knowledge of installed enterprise applications

Skills

ITIL v4 knowledge

Helpdesk

Customer service

Problem solving

Windows troubleshooting

Education

Degree in Computer Science or related field

Tools

AD

DNS

WSUS

Print Services

PowerShell

SCCM/AutoPilot/In-Tune

Fortinet VPN

JAMF

Egnyte/Veeam

Job description

Overview/About Lumanity

Lumanity is dedicated to improving patient health by accelerating and optimizing access to medical advances. We partner with life sciences companies around the world to generate evidence to demonstrate the value of their product, translate the science and data into compelling product narratives, and enable commercial decisions that position these products for success in the market. We do this through strategic and complimentary areas of focus: Asset Optimization and Commercialization, Value, Access, and Outcomes, Medical Strategy and Communications, and Real-World Evidence.

Responsibilities / Position overview

We are seeking a savvy IT Support Analyst to join our global IT department. As an IT Support Analyst, you will serve as the first point of contact for IT issues across the company and ensure all IT related inquiries are handled in professional and supporitive manner.

This role is based out of our office in Boston, MA but allows for a flexible hybrid schedule (minimum 3 days/week in office). Travel to other offices throughout the US (east coast) may be needed.

As a member of the Infrastructure and Operations team, your main duties will consist of IT Support Service Delivery, and IT Operations and Projects.

IT Support Service Delivery Responsibilities:

• Acting as level one and, at times, level two systems support for all Enterprise people and contract workers using both broad technical and customer relationship skills ensuring timely and effective problem resolution.
• Troubleshooting PC/laptop related problems either via phone or by using remote tools.
• Identifying and escalating issues to the correct members of the technical team while ensuring they are resolved in suitable timelines and to appropriate priorities.
• Logging and managing incidents and service requests via the standard ITSM tools and guidelines and ensuring service levels are met, escalating delays and issues within appropriate timescales.
• Following up with customer's status and information as problems are resolved.
• Working with external vendors when necessary to perform advanced troubleshooting which may include not only infrastructure products but security vendors when necessary.
• Using standard practices and guidelines including support structures and escalation protocols, internal and external, to ensure prompt and documented problem resolution.
• Maintaining a high level of knowledge for the installed application base within the enterprise where the application has been moved to ongoing support.

IT Operations and Project Responsibilities:

• Working on technical projects with supervision from the IT Support Manager and members of the infrastructure team.
• On-boarding, migrating and off-boarding users according to service levels.
• Checking backups and providing external IT Department contact.
• Ensuring hardware and software assets are recorded properly in asset registers.
• Performing system administration for IT infrastructure by installing upgrades and regularly released patches for Microsoft-based servers/desktops as well as telephony systems.

Qualifications

• Degree in Computer Science or related field or 3 years equivalent work experience.
• 1-3 years demonstrated experience using ITIL v4 methodologies preferred.
• Hands-on experience working within a helpdesk environment.
• Application/systems support experience is desirable with:
  • Laptops, PC’s, macOS, iPhones, Androids
  • AD, DFS, DNS, WSUS, Print Services
  • Microsoft Windows 10/11 Troubleshooting
  • Microsoft Office applications (Excel, Outlook, PowerPoint, Word, Teams)
  • Microsoft Exchange (On-Prem/365)
  • Microsoft Windows Server 2016/2019
  • Patch/Security Management (WSUS, Group Policy, Update Rings)
  • Deployment Technologies (SCCM/AutoPilot/In-Tune)
  • Wired and Wireless networking technologies
  • JAMF Device Management and Security
  • Backup technologies (Veeam, Egnyte)
  • Automation of AD and Exchange (PowerShell)
  • Fortinet VPN and Direct Access (or other remote working technologies)
  • Office 365 Administration
• Excellent problem solving and customer service skills

Benefits

We offer our employees a comprehensive benefits package that focuses on what matters to you – health and well-being, personal finances, professional development, and a healthy work/life balance:

• Competitive salary plus bonus scheme
• Medical, dental, and vision insurance options
• 401(k) plan with employer match
• Generous amount of paid time off annually + 10 paid holidays & 2 floating holidays
• Flexible spending accounts for health and dependent care
• Health savings account option with employer contribution
• Employee Assistance Program
• Paid short-term and long-term disability coverage
• Life insurance at 1.5x base salary

Employees can expect to be paid a salary between $55,000-$75,000. The salary range is merely an estimate and may vary based on an applicant’s location, skills, prior experience, professional qualifications, and other relevant factors.