Technical Support Analyst

2 weeks ago

El Segundo, United States ImmunityBio Full time

ImmunityBio, Inc. is a late-stage immunotherapy company developing a broad pipeline of next-generation therapies that drive immunogenic mechanisms for defeating cancer and infectious disease. The company's immunotherapy platform is designed to activate both the innate (natural killer cell and macrophage) and adaptive (T cell) immune systems to create long-term "immunological memory." The U.S. Food and Drug Administration (FDA) has accepted for review ImmunityBio's resubmission of its Biologics License Application (BLA) for N-803, a first-in-class IL-15 superagonist, plus Bacillus Calmette-Guerin (BCG) for the treatment of BCG-unresponsive non-muscle-invasive bladder cancer carcinoma in situ (CIS) with or without Ta or T1 disease, and has set a user fee goal date (PDUFA date) of April 23, 2024.

Why ImmunityBio?

* ImmunityBio is developing cutting edge technology with the goal to transform the lives of patients with cancer and develop next-generation therapies and vaccines that complement, harness and amplify the immune system to defeat cancers and infectious diseases.

* Opportunity to join an early-stage public biopharmaceutical company with a headquarters in Southern California.

* Work with a collaborative team with the ability to work across different areas at the company.

* Ability to join a growing company with development opportunities.

Position Summary

The Technical Support Analyst is responsible for all face-to-face as well as telephone support for end-users. The role provides frontline user support for those experiencing problems with computer hardware, software, peripherals, Internet connectivity, remote access and email. This individual also teams with others to resolve more complex technical issues. The Technical Support Analyst logs and manages all incidents using the Jira system. This role is a full-time position working Monday through Friday, 2nd shift (evenings).

Essential Functions

  • Respond to corporate end-user calls and emails for technical support with company-issued computers, laptops and phones.
  • Prioritize customer requests for support based on urgency and impact of need.
  • Provide prompt, efficient, and accurate technical support to all customers via phone, email, or onsite.
  • Support desktop operating systems, hardware and software.
  • Facilitate proper provisioning and follow-through on service requests from users to satisfactory completion, analyzing requests, recommending solutions, and escalating issues as necessary.
  • Utilize Jira system for proper incident tracking and management of issues.
  • Use Windows Active Directory for any password reset request as well as Manage groups and share permissions
  • Setup and troubleshoot laptops and desktops, various software applications; connectivity, printing and network share access issues.
  • Support Windows 7/10 workstations, Windows 2012 servers, and other applications.
  • Support email using Microsoft Outlook client connecting to Exchange Server. Create mailboxes and Distribution Lists
  • Support other applications including MSOffice suite, Adobe Acrobat, Visio, Microsoft Project
  • Support and manage MDM solutions.
  • Inventory Management
  • Other duties as assigned

Education & Experience

  • Minimum 3 years of computer support experience required.
  • Associates degree in computer Science or a related field.
  • Microsoft/CompTIA certifications preferred.
  • Exceptional communication skills, including: listening, writing and speaking, both in-person and over the phone.
  • Highly organized self-starter with an eye for detail who can maintain multiple ongoing projects simultaneously.
  • Entrepreneurial, flexible attitude with ability to work well in ambiguous, changing situations and reprioritize work accordingly.
  • Strong analytical and organizational skills.
  • Ability to work in a team environment.

Knowledge, Skills, & Abilities

  • User Support
  • Documentation
  • System Builds
  • Attendance

Working Environment / Physical Environment

  • This role is a full-time position working Monday through Friday, 2nd shift (evenings).
  • Indoor work
  • Excessive Noise
  • Operating Computers
  • Lift/Carry 5-20 lbs
  • Standing/Sitting/Traveling
  • Squat/Kneel/Bending/Handling/Fingering

This position is eligible for a discretionary bonus and equity award. The base pay range for this position is below. The specific rate will depend on the successful candidate's qualifications, prior experience as well as geographic location.

$35.00 (entry-level qualifications) to $45.00 (highly experienced) Hourly.

The application window is anticipated to close in 60 days from when it is posted or sooner if the position is filled or closed.

ImmunityBio employees are as valuable as the people we serve. We have built a resource of robust benefit offerings to best support the total wellbeing of our team members and their families. Our competitive total rewards benefits package, for eligible employees, include: Medical, Dental and Vision Plan Options * Health and Financial Wellness Programs * Employer Assistance Program (EAP) * Company Paid and Voluntary Life/AD&D, Short-Term and Long-Term Disability * Healthcare and Dependent Care Flexible Spending Accounts * 401(k) Retirement Plan with Company Match * 529 Education Savings Program * Voluntary Legal Services, Identity Theft Protection, Pet Insurance and Employee Discounts, Rewards and Perks * Paid Time Off (PTO) includes: 11 Holidays * Exempt Employees are eligible for Unlimited PTO * Non-Exempt Employees are eligible for 10 Vacation Days, 56 Hours of Health Pay, 2 Personal Days and 1 Cultural Day * We are committed to providing you with the tools and resources you need to optimize your Health and Wellness.

At ImmunityBio, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

ImmunityBio is a mandatory vaccination employer for COVID-19 and its variants. The Company requires that its employees be fully vaccinated as of their start date. If you require a medical or religious accommodation we will engage in the interactive process with you. Proof of vaccination will be required prior to start. If we make you an offer and you are not yet vaccinated, we will accommodate a delay in start date. ImmunityBio may also mandate that its employees receive vaccine boosters, and all accommodation laws will be followed.

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