IT Support Analyst

Company Description

IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support. With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

Job Description

• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for IntegriChain office and remote support for other offices, as needed. 
• Triage issues and service requests via phone, email, chat (Slack), and remote control as necessary. 
• Troubleshoot the end user’s issue and resolve it upon first contact, when possible.
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service ticketing system.
• Provide remote access/VPN support.
• Provide "how to" assistance on all internally supported devices, applications, and systems.
• Escalate issues to appropriate second and third-level subject-matter experts following service-level agreements, and follow up on incidents when appropriate.
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups. 
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
• Support laptops and employee-related technology deployment, including mobile devices
• Install, modify, and repair computer hardware and software.
• Install computer peripherals for users.
• Create training material, and train users on company-used equipment and applications.
• Support LANs, WANs, network segments, Internet, and intranet systems.
• Communicate with various vendors, as needed, to support IT and daily user activities
• Collaborate on IT initiatives and projects with cross-functional teams

Qualifications

• Critical Thinking: Possess strong critical thinking skills to work through software troubleshooting issues.
• Collaboration: Work with the Service Desk and other departments collaboratively.
• Communication: Excellent Verbal and written communication skills. Able to clearly explain to people without tech backgrounds.
• Learning: Willingness to continually learn, as the field continually changes. Demonstrate adaptability and the ability to grow in their field.

• Minimum 2-3 years experience in an IT support function
• CompTIA A+ certification
• Experience with laptop builds, both Windows and Mac, application installation, encryption process, hardware, and software troubleshooting.
• Solid understanding of networking technology and principles 
• Solid understanding of software licensing and how it is applied.
• Experience in supporting the following solutions: Active Directory, antivirus, file sharing, productivity applications (i.e. Microsoft Office Suite, O365, GSuite, etc.), VPN clients, phones
• Networking: Broad knowledge of various elements of network systems, along with how each element can impact security.
• Operating Systems: Able to work on all types of operating systems and platforms, including MacOS, Windows, and Linux

#LI-ZG1

Additional Information

• Mission driven: Work with the purpose of helping to improve patients' lives! 
• Excellent and affordable medical benefits + non-medical perks including Flexible Paid Time Off (PTO), 401(k) Plan with a Company Match to prepare for your future, Parental Leave, Mental Health HRA and Lifestyle Spending Account, Student Loan Reimbursement and much more!
• Robust Learning & Development opportunities including over 700+ development courses free to all employees

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by IntegriChain.