IT Support Analyst

Description
Ardelyx is a publicly traded commercial biopharmaceutical company founded with a mission to discover, develop and commercialize innovative first-in-class medicines that meet significant unmet medical needs. Ardelyx has two commercial products approved in the United States, IBSRELA (tenapanor) and XPHOZAH (tenapanor). Ardelyx has agreements for the development and commercialization of tenapanor outside of the U.S. Kyowa Kirin commercializes PHOZEVEL (tenapanor) for hyperphosphatemia in Japan. A New Drug Application for tenapanor for hyperphosphatemia has been approved in China with Fosun Pharma. Knight Therapeutics commercializes IBSRELA in Canada.

This is a 6+ month contract, and will sit on-site at our Waltham, MA office.
Position Summary
The IT Support Analyst is a critical member of the IT Service Desk team, responsible for providing advanced technical support and ensuring seamless operation of Ardelyx's IT systems. This role focuses on delivering high-quality service to all employees, including executives, and maintaining efficient IT operations across multiple sites.

Responsibilities

• Provide advanced technical support and troubleshooting for desktops, laptops, mobile devices, printers, network connectivity, and software applications
• Act as an escalation point for complex IT issues from the IT Support Analyst team, ensuring prompt resolution within SLAs
• Provide onsite support team for local location (Newark/ Waltham/ Milwaukee)
• Administer and maintain company cloud-based systems, including GxP Systems (Active Directory, OKTA, etc.), O365, Zoom, AirWatch, and other collaboration tools
• Manage and support Zoom Conference room systems and other AV equipment
• Collaborate with IT Infrastructure team on the deployment and maintenance of IT infrastructure systems, both on-premises and cloud-based
• Assist in the creation and maintenance of IT Service Desk knowledge base, documentation, and procedural manuals
• Participate in IT projects related to system upgrades, migrations, and deployments
• Perform hardware and software inventory management and asset tracking
• Assist in onboarding and offboarding processes, including provisioning and deprovisioning of hardware and software accounts
• Collaborate with cross-functional teams and external vendors to ensure IT operational excellence and alignment with business needs
• Provide technical training and guidance to junior IT Support Analysts as needed

Qualifications

• Bachelor's degree in computer science, Information Technology, or related field with 4+ years of experience in IT support roles, preferably in a biotech or pharmaceutical industry environment, or equivalent experience
• Strong knowledge of IT Service Management tools
• Experience administering cloud-based systems such as Microsoft Entra ID, Okta, and Box
• Proficiency in troubleshooting hardware and software issues across multiple platforms (Windows, macOS, iOS)
• Excellent interpersonal and communication skills, with the ability to effectively communicate technical information to non-technical users
• Proven ability to work independently and as part of a team, with a strong sense of ownership and accountability
• Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining superior customer service
• Familiarity with regulatory environments such as GxP, GMP, and SOX compliance is a plus
• Certifications such as MCSE, MCSA, CCNA, Network+, A+, or equivalent are preferred

The hourly range for this full-time contract position is $ $41.00. Ardelyx utilizes industry data to ensure that our compensation is competitive and aligned with our industry peers