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IT Support Specialist II/III

2 months ago

Waltham, Massachusetts, United States Ardelyx Full time

Overview

Ardelyx is dedicated to the discovery, development, and commercialization of innovative, first-in-class therapies aimed at addressing significant unmet medical needs. The company has successfully launched two commercial products in the United States, IBSRELA (tenapanor) and XPHOZAH (tenapanor), alongside a promising pipeline of early-stage candidates.

Role Purpose:

The IT Support Analyst II/III plays a vital role within the IT Service Desk team, tasked with delivering advanced technical assistance and ensuring the smooth operation of Ardelyx's IT infrastructure. This position is centered on providing exceptional service to all staff members, including executives, while maintaining effective IT operations across various locations.

Key Responsibilities:

  • Deliver advanced technical support and troubleshooting for a range of devices including desktops, laptops, mobile devices, printers, network connectivity, and software applications.
  • Serve as a key member of the Global IT Service Desk Team, acting as an escalation point for complex IT issues, ensuring timely resolution within service level agreements.
  • Participate in IT Operations and provide onsite support for local locations.
  • Manage and uphold company cloud-based systems, including GxP Systems (Active Directory, OKTA, etc.), O365, Zoom, AirWatch, and other collaboration tools.
  • Oversee and support Zoom Conference room systems and other audiovisual equipment.
  • Collaborate with the IT Infrastructure team on the deployment and maintenance of both on-premises and cloud-based IT infrastructure systems.
  • Assist in the development and upkeep of the IT Service Desk knowledge base, documentation, and procedural manuals.
  • Engage in IT projects related to system upgrades, migrations, and deployments.
  • Conduct hardware and software inventory management and asset tracking.
  • Support onboarding and offboarding processes, including the provisioning and deprovisioning of hardware and software accounts.
  • Work with cross-functional teams and external vendors to ensure operational excellence in IT and alignment with business objectives.
  • Provide technical training and mentorship to junior IT Support Analysts as necessary.

Position Requirements:

  • A Bachelor's degree in computer science, Information Technology, or a related field, or equivalent professional experience.
  • A minimum of 4 years of experience in IT support roles, ideally within the biotech or pharmaceutical sectors.
  • Strong familiarity with IT Service Management tools.
  • Experience in administering cloud-based systems such as Microsoft Entra ID, Okta, and Box.
  • Proficient in troubleshooting hardware and software issues across various platforms (Windows, macOS, iOS).
  • Excellent interpersonal and communication skills, capable of conveying technical information to non-technical users effectively.
  • Proven ability to work independently and collaboratively, demonstrating a strong sense of ownership and accountability.
  • Ability to prioritize and manage multiple tasks in a dynamic environment while delivering superior customer service.
  • Familiarity with regulatory environments such as GxP, GMP, and SOX compliance is advantageous.
  • Preferred certifications include MCSE, MCSA, CCNA, Network+, A+, or equivalent.

Additional Information:

  • This role may necessitate occasional on-call availability during off-hours or holidays.
  • Adaptability to the changing needs of a company transitioning from research and development to commercialization is crucial.

This job description outlines the essential responsibilities and qualifications for the IT Support Analyst II/III position, highlighting the importance of technical expertise, leadership capabilities, and a commitment to delivering exceptional IT services to support Ardelyx's business objectives. The anticipated hourly pay range for this part-time position is $37-$42 per hour, up to 30 hours per week. Ardelyx utilizes industry data to ensure competitive compensation aligned with industry peers. Actual base pay will be determined based on various factors, including years of relevant experience, training, qualifications, and internal equity. The compensation package may also include an annual bonus target and equity awards, subject to eligibility and other considerations. Ardelyx is an equal opportunity employer.