IT Support Analyst

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Job description

IT Support Analyst

Work location: On site in Boulder, Colorado, United States

About our Company: Foresight Diagnostics is an early-stage, venture-backed molecular diagnostics company that is developing non-invasive cancer detection technologies to improve the lives of patients worldwide. Our portfolio of cell-free DNA based liquid biopsy tests are rooted in novel and proprietary methods developed at Stanford University. Our approach enables the earlier detection of smaller tumors, leading to more personalized and effective cancer treatment strategies for patients. We have deep expertise in molecular biology, bioinformatics, and Next Generation Sequencing (NGS), and maintain a dynamic, fast-paced work environment with significant opportunities for high-impact contribution and rapid professional growth. Foresight Diagnostics is headquartered in Boulder, Colorado.

About the Role: The IT Support Analyst will support our internal customers with high quality, rapid IT service and help manage on-site employees' requests for service, workstations, and related infrastructure. In this position, you will be responsible for driving daily support and troubleshooting and expand upon your current technical skill set by joining an existing team. Additionally, you will have the opportunity to continue building your engineering ability solidifying and supporting a cutting edge, growing environment. You will apply technical skills and creativity in support of our scientific research and development for Foresight Diagnostics platforms. This role reports to the Manager, IT Operations.

This role is expected to have a flexible first shift schedule that includes 12-8pm shifts during the week and Saturday.

What you will do:

• Provide timely attention to address all internal helpdesk requests for all employees regardless of location.

• Performs daily ticket maintenance and management. Follows up on requests and annotates tickets meticulously as appropriate with status updates/progress.

• Provides white glove service with a customer service orientated posture.

• Installs software and administers system capabilities.

• Assists with planned maintenance and related administration duties.

• Organizes and coordinates support requests, change requests and other incidents.

• Participates in the creation and maintenance of documentation, work instructions and configuration standards.

• Assists with IT Coordination and support of collaboration software usage such as Slack, Zoom, E-Mail and Office 365

• Makes recommendations on system and process enhancements based on user feedback.

• Responsible for awareness and knowledge of ITIL processes, information security, and other compliance measures to maintain IT best practices.

• Onboards, Offboards and Images machines while providing logistical support for end user workstation deployment.

• Participates in escalation support and connecting users who need assistance to solutions.

What you will bring:

• Bachelor's Degree or Certification in IT, Information Systems or related.

• 1+ years of working in IT Operations or Customer Support

• Resourcefulness, critical thinking and problem-solving aptitude

• Excellent working knowledge and hands-on experience on managing computer systems and servers, security, network, system administration, database, and data storage systems.

• Strong & motivated willingness to learn, handle tasks and be a "self-starter"

• 1+ years of experience in Microsoft windows Server OS administration

• 1+ years of demonstrated ability to solve issues with innovative solutions.

• Ability to self-manage day to day tasks without direct attention.

• Prior experience with a IT ticketing system such as Zendesk, Samange, Jirra or other

• Able to analyze customer needs and reach acceptable solutions including de-escalation of attitudes when needed for quality customer service

• Able to maintain confidentiality of information, systems, and employees.

• Experience administering AzureAD, Okta, Microsoft AD, ADFS, DNS, DHCP or similar

Preferred Qualifications and Experience:

• Previous experience with diagnostic company/life science growth and expansion both in the US and global

• Prior experience as part of a IT buildout team or similar within start-up environment

• Knowledge and application of multi-operating systems including Windows, Mac, Linux/Unix and SAN platforms.

• Experience using and/or troubleshooting cloud datacenters such as AWS or Azure.

This role is offering an hourly wage of $25.25 - 28.85 per hour and is eligible for equity offerings.

Foresight offers benefits including paid vacation, sick time, and parental leave (if applicable), alongside medical, dental, vision, life, disability coverage, flexible spending accounts, and a 401k with company match.

The application deadline for this position is November 15, 2024

You will be working on interesting problems with extremely high impact. We promote the professional development of our employees and will encourage upward mobility within the company for high performing employees. Foresight Diagnostics is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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