Information Technology Engineer II

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Overview Summary

Working under general supervision, the Information Technology Engineer II provides Tier 1 & 2 technical support and is responsible for identifying, troubleshooting and prioritization and the timely escalation of technical problems and service requests. They are responsible for tracking and monitoring all incoming requests as necessary to meet company defined service level agreements including providing status reports to IT management and end-users. They will maintain IT assets, user accounts and hardware and software inventory supply records.

Job Duties & Responsibilities

• Manage all end user interactions including:
  • Installation, upgrades, troubleshooting, repairs of all devices and software and the documentation and verification of specific steps taken.
  • Recovery of corrupted/ failed device data
  • Coordination with IT vendors and contractors
  • Insuring applicable antivirus and malware protection
  • Reporting all non-compliance with IT Policies and Procedures
  • Tracking and reporting movement of devices and changes in installed software
  • Reporting all operational issues and significant concerns to management
• Screens, prioritizes, and fulfills helpdesk tickets in Jira Service Management and reports on status
• Escalate service desk requests in a timely fashion to other engineers, as necessary
• Track and monitor problem resolution rates and status for all active IT related helpdesk tickets
• Provide in-person, telephone, and remote technical assistance for IT supported solutions
• Conduct day-to-day IT Department organizational tasks, including:
• On- and off-boarding of user accounts and equipment
  • Maintain organization and security of inventory for all IT hardware and software
  • Ordering, receiving, tracking, and distributing purchased products
  • Organizing and maintaining clutter-free IT storage, staging and personal work areas
• Follow applicable IT Department and Advarra’s Procedures
• Proactively learn and utilize new technologies, concepts, and procedures as appropriate to project requirements
• Identify opportunities to improve and update software and systems
• Design training programs and workshops for staff
• Other duties which may be assigned to support Advarra’s Mission Statement and Core Values
• This position is included, and expected to participate, in a rotating schedule of on-call participants to ensure that the after-hours needs of the company are met in a reliable manner
• Working under direct supervision may also be responsible for routine system administrative task, including:
  • Conducting system maintenance and operational checks
  • Monitoring backup performance and rotation to media to off-site facility
  • Creation of standardized workstation images and maintaining records of image distribution and inventory
  • Other administrative tasks as requested

Location

This role is open to candidates working Hybrid in Wellesley, MA.

Basic Qualifications

• 3-5 years of customer-focused experience in supporting end users running, troubleshooting, and configuring mainly Microsoft Windows workstation products; Mac platform a plus
• Bachelor’s degree or equivalent combination of education