Job Description

Biological Dynamics, Inc. is a healthcare company committed to improving global health outcomes by detecting diseases in their earliest stages. The company's proprietary platform simplifies access to native-state biomarkers and nanoparticles, enabling multiomics applications. The company is focused on detecting cancers in blood by applying its platform technology along with its machine learning capabilities.

Our talented staff thrives in an open working environment where curiosity, insights and vision are part of the equation. With an inclusive, family-friendly culture and comprehensive benefits package, we offer a terrific opportunity to discover, learn and grow. IF YOU ARE READY TO BE INSPIRED, CHALLENGED, AND WANT TO JOIN A DYNAMIC TEAM WHERE YOU CAN CONTRIBUTE TO THE NEXT EXCITING BREAKTHROUGH, WE ARE THE COMPANY FOR YOU.

JOB SUMMARY

This position is responsible for providing desktop support to all Biological Dynamics’ IT clients as well as maintaining and administering the computer environment for the organization. Coordinates with a third-party IT service provider which provides oversight and back-up support of the Company’s internal IT infrastructure. This role focuses on RCAs (root cause analyses), identifying patterns, and ensuring proper triage, processes and procedures are being followed, tickets are properly responded to and proper communication and information are communicated to the senior teams.

ESSENTIAL JOB DUTIES

END USER SUPPORT

• Provides support to IT clients in their use of computers, applications, and mobile devices located throughout the enterprise including home offices, offsite facilities, and the set-up and support of local and remote meetings.
• Has primary responsibility to provide desktop support assisting IT clients with hardware, software, and mobile device questions, concerns, or issues by providing one-on-one resolution to the client’s satisfaction.
• Active Directory/O365/RMM/Citrix/other portal consoles Administration: Enable & Disable Accounts, Creation of Accounts, Account Modifications, and password resets.
• Provides end-user support for all aspects of the computing environment; trains on the use of standard applications, e.g., Microsoft Office, Teams and SharePoint.
• Administers remote management and Mobile Device Management (MDM) tools.
• Deploys and Tests computer images. Including all software and OS installs and configurations.
• Acts as the internal technical lead to determine root cause of technical problems on issues that are identified, resolving tickets within SLAs (Service Level Agreements).
• Resolves client device hardware and software issues, while also seeking assistance when necessary.
• Installs, tests, and configures workstations/laptops, software, phones, peripheral equipment.
• Troubleshoots and repair hardware and software problems on customer computers and peripherals.
• Documents all support efforts in the IT system as per procedures.
• Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.
• Reviews current work instructions and documents and ensures documentations are up to date.
• Assists in recommending/enhancing current processes and procedures.
• Provide technical guidance, coaching/training to team members with appropriate documentation.
• Provides Facilities support for office equipment/furniture moves/installs.

NETWORK AND SERVER SUPPORT

• Maintains and administers, with minimal guidance and support, the computing environment, including computer hardware, systems software, applications software, and all configurations.
• Diagnoses, troubleshoots, and resolves hardware, software, or other network and system problems, and replace defective components.
• Administers cloud-based applications, primarily Microsoft 365.
• Analyzes data to optimize network, computer, and storage utilization.
• Installs new hardware or software systems or components, ensuring integration with existing network systems.
• Manages computer operation scheduling, backup, storage and retrieval functions.
• Coordinates third-party maintenance for hardware and software services.
• Prepares and maintains documentation of infrastructure.
• Assists with the creation, modification, and revision of policies, instructions, procedures, or manuals.
• Provisions new users and processes user terminations.
• Orders IT supplies including software, hardware, peripherals devices, mobile devices, etc. as per procedures.
• Assists in assets management procedures, inventory equipment and software.
• Supports and assist with projects and company initiatives as needed.
• Other duties as assigned.

VENDOR SUPPORT

• Provides the type of maintenance and troubleshooting needs for services and proposes new and/or different vendor services to manager for consideration.
• Coordinates outside vendors’ schedules and project timelines.
• Administers user accounts in Office 365 and Azure.
• Manages tickets and service level agreements (SLA) with vendors.
• Manages hosted PBX by overseeing capacity and by troubleshooting phone malfunctions with vendor.

EDUCATION/EXPERIENCE/SKILLS

• Bachelor’s degree in information technology or an equivalent combination of education/certification and applicable job experience.
• Five (5) to eight (8) years of progressive experience in a combination of the following:
  • Providing desktop support in a Windows enterprise environment, using Microsoft Active Directory, Windows 7,10, and Mac OS.
  • Excellent understanding and use of desktop/laptop technologies including Windows 7 and 10, Office 2016/O365, BIOS updates, anti-virus, networking, wireless, encryption and troubleshooting.
  • Fundamental Windows Server/Hyper-V administration/Veeam Administration
  • Excellent in PC trouble shooting, data gathering and analytics/statistics.
  • SharePoint administration
  • Mobile Device Management (MDM) administration
  • Experience in a regulated environment, particularly biotechnology.
  • Knowledge of switches and routers, DNS, DHCP, VLANs
  • Intermediate experience with network support, VPN, desktop firewalls, encryption, wireless trouble shooting, and cabling.
  • PC diagnosis and repair
• Strong research skills into PC issues and products as required.
• Understands and is proficient at understanding graphs, charts, stats, and logs.
• Good understanding of telephony technology, VOIP, and mobile device.
• Experience in configuring MFP copiers and printers.
• Familiarity with Audio-Visual and meeting support.
• Experience in dynamic and fast paced enterprise experience.
• Strong interpersonal skills; capable of providing effective customer service to a wide range of internal customers.
• Strong written and oral skills with ability to present ideas in user-friendly language.
• Good listening skills and ability to execute instructions.
• Effective prioritization of simultaneous demands
• Proven analytical and problem-solving abilities.
• Good organizational skills and keen/accurate attention to detail.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, see, talk or hear in a standard office environment and independently from remote locations. Employee must occasionally lift and/or move up to 50 pounds. ​​​​​​​

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