IT Support Analyst II [Contract to Hire] New Philadelphia, PA

Iovance Biotherapeutics, Inc.; Philadelphia (Philadelphia County); Sur place; USD 60 000 - 85 000; Plein temps

Résumé du poste

Iovance Biotherapeutics, Inc. is hiring an IT Support Analyst II for on-site support in Philadelphia, PA. The role focuses on resolving end-user IT tickets, maintaining devices, and supporting executives across the organization.

The successful candidate will handle MS365, device enrollment, printer/scanner support, and AV/VC room equipment. Travel up to 10% may be required, with a strong emphasis on customer service and ITIL-aligned practices.

Qualifications

• 2+ years IT Helpdesk support in a fast-paced environment.
• Ability to lift/move computer equipment up to 50 lbs.
• Strong hardware troubleshooting for desktops, laptops, printers, mobiles.
• Experience supporting executives IT.
• Broad IT knowledge: networks, servers, telecoms.
• Excellent written and verbal communication.
• Mentor peers and share best practices.
• Familiar with ITIL processes and GxP basics.

Responsabilités

• Support on-site staff in Philadelphia and remote US offices.
• Issue triage and ticket queue management for IT helpdesk.
• Maintain imaging, patching, and device compliance.
• Support AV, telephony, Zoom Rooms, and conferencing tools.
• Manage MS365/SharePoint permissions and access.
• Coordinate with vendors for procurement and delivery.
• Provide end-user training and onboarding for new hires.

Connaissances

Helpdesk support

Hardware troubleshooting

Executive IT support

Networking/servers/telecoms

Customer service

Mentoring teammates

ITIL familiarity

21 CFR Part 11 / GxP awareness

Mobility: lifting 50 lbs

Formation

Associate or Bachelor’s degree in CS/IS/related

Certifications: CompTIA A+ or similar

Outils

Lenovo/Dell laptops (Win 11)

Microsoft Intune

Okta MFA

Intune Autopilot

Zero-touch device provisioning

TCP/IP, HTTP(S), DNS, DHCP

Description du poste

IT Support Analyst II [Contract to Hire]

Philadelphia, PA

Iovance Biotherapeutics aims to be the global leader in innovating, developing and delivering tumor infiltrating lymphocyte (TIL) therapy for people with cancer. We are pioneering a transformational approach to treating cancer by harnessing the ability of the human immune system to recognize and attack diverse cancer cells in each patient. The Iovance TIL platform has demonstrated promising clinical data across multiple solid tumors. We are committed to continuous innovation in cell therapy, including gene-edited cell therapy, which may be a promising option for patients with cancer.

Overview

The IT Support Analyst II will play a key role in supporting on-site Iovance staff in Philadelphia, as well as other U.S.-based Iovance offices remotely. The ideal candidate will bring strong troubleshooting, communication, and customer service skills to help resolve IT helpdesk tickets and maintain reliable end-user technology across the organization.

**Please note that this position is fully onsite at our Manufacturing Facility**

Essential Functions and Responsibilities

• Provide support for the following (but not limited to) systems/infrastructure:
• Laptops and desktops, hardware, printers, scanners and other computer peripherals
• Zebra printer support. Out of the box calibration and troubleshooting daily issues.
• Audio/Video conference room equipment, telephone systems, meeting software, messaging and collaboration tools. Zoom Room support.
• MS365 suite. including Sharepoint, permissions and access management
• Support for network devices such as routers and switches, firewalls, racks, cabling, etc.
• Mobile devices management and troubleshooting
• Experience with Microsoft Intune, including managing, enrolling, and troubleshooting corporate devices through Intune.
• Support IT needs in Labs
• Support Executives IT needs
• Manage the ticketing queue for assigned tickets
• Perform mobile device (Android/IOS) troubleshooting and management.
• Produce and maintain documentation and asset management data for hardware and software.
• Conduct new hire orientation/ basic IT training and ensuring timely completion of offboarding
• Provide IT support for Town Halls, critical meetings, audits and All Hands events.
• Perform application installation and support for common IT applications
• Manage computer imaging and patching operations to ensure compliance with company policies
• Produces reports on IT operations, ticket metrics, and asset inventory
• Liaise with third-party vendors for procurement and timely delivery of IT equipment.
• Translate technical concepts into clear, easy-to-understand language for end users.
• Provide status and completion updates to supervisors and end users via email, chat, or in-person communication
• Collaborate with vendors to streamline support processes and drive operational efficiencies
• Must adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics.

Travel

• Up to 5-10% travel may be required.

Required Education, Skills, and Knowledge

• 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 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
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills.
• Ability to mentor or provide best practices to other members of the team.
• Must be detail oriented and self-motivating.
• Ability to work in a flexible, team-oriented environment, is required.
• Familiar with ITIL process and framework.
• Quality mindset and familiar with 21 CFR Part 11 and standard GxP best practices

Preferred Education, Skills, and Knowledge

• Lenovo and Dell Laptops (Win 11)
• SSO (Okta), MFA (Okta)
• Experience with Microsoft Intune for device enrollment, policy configuration, compliance management, and application deployment across Windows, iOS, and Android platforms
• Familiarity with Intune Autopilot for zero-touch device provisioning and automated Windows deployment
• Ability to troubleshoot Intune-managed device issues including enrollment failures, policy conflicts, and conditional access problems
• Understanding of various protocols, TCP/IP, HTTP(S), FTP, DNS, DHCP
• Certifications: CompTIA A+, or other relevant certifications
• Associate or Bachelor's degree in Computer Science, Information Systems, or related field preferred.
• Assist with tasks such as setting up systems, users, roles, access levels, user onboarding training, etc.
• Provide triage to tier-2 support of application incidents reported through the help desk
• Perform or participate in analysis of systems/applications/databases and in the coordination of implementation and maintenance plans, including troubleshooting issues
• Support IT office systems for Tier 2 support for End User and Conferences/Events.
• Assist with conducting New Hire Orientation
• Ability to lift/move computer equipment weighing up to 50 Lbs
• Working on flexible day/hour schedule as required

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made upon request to enable individuals to perform essential functions.

Physical Demands and Activities Required

• Must be able to remain in a stationary position standing or sitting for prolonged periods of time.
• Must be able to move about inside an office and exert up to 10 pounds of force occasionally or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must have visual acuity to perform activities such as: preparing and analyzing data and figures, viewing a computer screen, and extensive reading.
• This position requires repetitive motion, substantial movements (motions) of the wrist, hands, and/or fingers.
• Must be able to communicate with others to exchange information.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem-solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

This job operates in a professional workplace or remote office environment and requires standard office equipment and keyboards. Employees who work remotely are expected to maintain their workspace and environment safely and free from safety hazards.

#li-oniste

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Iovance is committed to cultivating and offering a diverse and inclusive work environment. As an equal-opportunity employer, our employees and applicants will be considered without regard to an individual’s race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. If you need assistance or accommodation to apply to one of our opportunities, please contact [e-mail] .

By voluntarily providing information and clicking “Submit Application”, you explicitly consent to the collection and use of your personal information for the purposes described above and in our Candidate Privacy Notice .

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