IT Analyst

This position is located onsite in our Morrisville, NC office.

Science 37 accelerates clinical research by expanding patient access to trials, leading to faster approvals and better health outcomes for all. Our solutions empower life sciences companies to reach diverse populations beyond traditional means of conducting clinical research.

The IT Analyst assists with daily helpdesk user issues, provides hands-on in-office technical support, supports facility and IT maintenance projects, and performs needed repairs and regular preventative maintenance of equipment. The IT Analyst will serve as the lead in managing equipment procurement, provisioning, and inventory control. The IT Analyst is responsible for supporting the Science 37 staff under the direction of the Associate Director, IT.

Duties include but are not limited to:

• Provide full user support including but not limited to service desk tickets, emails, direct messages, and IT hotline calls during assigned 24-hour on-call rotations
• Triage and assess all incoming requests/issues from any method of user communication (service desk, email, hotline calls, direct messages, walk-ups, etc.) and elevate to higher-tier support when necessary
• Provide in-person, walk-up support to office staff for hardware, software, account, and peripheral issues
• Set up, maintain, and troubleshoot conference rooms and meeting spaces, including video conferencing systems, displays, cameras, microphones, and other AV equipment; support meetings and events as needed
• Perform first-line network troubleshooting, including Wi-Fi connectivity, wired connections, switches, access points, and cabling, and elevate complex network issues to the appropriate team or vendor
• Set up and maintain office workstations, printers, and peripherals, including desk setups for new hires and office moves
• Assist with device enrollment, provisioning, and basic management through the company's MDM platform, including preparing devices with Apple Configurator, applying standard configurations, and supporting device wipes and reassignments during onboarding and offboarding
• Lead in managing IT equipment inventory
• Assist with managing procurement/provisioning vendor relationships and related processes in support of user onboarding and offboarding activities
• Coordinate shipping and receiving of IT equipment for remote staff, including preparing and shipping devices for new hires, arranging returns during offboarding, processing repairs and replacements, and tracking shipments to keep inventory records accurate
• Independently create both internal and external training documentation and provide user training when necessary
• Collaborate with IT System Administrators on IT-related projects/tasks which may include but are not limited to new system implementations, system maintenance, routine audits/analysis, and other IT-related tasks
• Coordinate with the Security Team for the office’s physical security and access control
• Use expertise and experience to research and evaluate emerging technologies, hardware, and software
• Accurately convey information/requirements necessary for each project/task

The following qualifications are preferred and/or equivalent applicable experience

• Bachelor's Degree in a related technology field
• Strong technical knowledge of computers and mobile devices (Macs, iPhones, iPads, Android, etc.)
• Understanding of Google Apps; IP networks and equipment;
  Wi-Fi technologies; and printers
• Basic familiarity with Mobile Device Management (MDM) concepts and tools such as Jamf, Kandji, Intune, or Apple Business Manager, and with Apple Configurator for device setup; hands-on experience is a plus but not required, and training will be provided
• Hands-on experience troubleshooting basic network issues (Wi-Fi, switches, access points, cabling)
• Experience setting up and supporting conference room and AV equipment (e.g., Zoom Rooms, Google Meet hardware, displays, and audio systems)
• Knowledge of SSO (Okta)
• Understanding of access control and physical security measures
• Prior experience with in-person and remote user support and training
• Demonstrated ability to work independently with minimal supervision, take initiative, and see tasks through to completion
• Demonstrated ability to successfully collaborate with people and manage projects/tasks
• Demonstrated ability to meet timelines for deliverables, and flexibility to get the work done
• Experience in managing multiple projects…