Senior IT Support Analyst

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 will fill a critical role at in supporting the on-site Iovance staff, as well as other US based Iovance offices remotely. The ideal candidate will possess excellent troubleshooting, communication and customer service skills.

The position will also support the resolution of IT helpdesk tickets collaborating with IT team.

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 Lead small-scale IT initiatives or serve as site lead for projects Manage the ticketing queue for assigned tickets Perform mobile device (Android/IOS) troubleshooting and management. Produces and maintains 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 Managing Computer Imaging and Patching operations to be compliant with company policies Produces reports and maintains documentation and asset management Liaises with third party vendors for purchases and timely delivery. Effectively translates technical concepts into easy to understand language to assist customers.

Provides status, and completion information to supervisor, problem request tracking. system, and or users, via voice mail, e-mail, chat, or in-person communications Working with Vendors to transition and shift left actions to bring in process and operational efficiencies Must adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics. Perform miscellaneous duties as assigned.

Required Education, Skills, and Knowledge 8+ years of experience in providing IT Helpdesk support in a high-pace business environment. Ability to lift/move computer equipment weighing up to 50 Lbs. Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc) Strong Break / Fix skills with desktops, workstations, notebooks, printers and handhelds.

Experience supporting executives IT Broad experience of IT with strong understanding of networks, servers and telecoms Strong customer service skills 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. Lab computer experience a plus.