IT Senior Analyst

Welcome to the era of Velsera! Seven Bridges, Pierian UgenTec have combined to become Velsera.

Velsera is the precision engine company. We empower researchers, scientists, and clinicians to drive precision RD, expand access to, and more effectively leverage analytics at the point of care.

We unify technology-enabled solutions and scientific expertise to enable a continuous flow of knowledge across the global healthcare ecosystem. This interweaves diverse biomedical communities, allowing them to build upon each other s success and accelerate medical breakthroughs that positively impact human health.

With our headquarters in Boston, MA, we are growing and expanding our team which located in 14 different countries!

What will you do

The IT Senior Analyst will be responsible for providing technical support to end-users and resolving complex
technical issues remotely and in-person. This role will diagnose and troubleshoot software and hardware problems
before they become widespread and escalate issues to the Senior Manager, IT Help Desk. The IT Senior Analyst will manage and maintaining IT systems, including user accounts, backups, and security protocols. Additionally, they will lead projects such as developing and implementing IT policies and procedures, training for end-users, and improving the IT Security controls. This role will assist in end-user management including; onboarding, active employment, and offboarding.

Provide technical support for requests in the IT Portal
Diagnose and troubleshoot complex software and hardware issues
Escalate issues when necessary to other IT management or vendors
Manage and maintain IT systems, including user accounts, reviews, and security protocols
Develop and implement IT policies and procedures
Provide training to end-users as needed
Monitor and maintain accurate and timely inventory of hardware and software
Maintain lifecycle of office hardware and network infrastructure along with general troubleshooting
Collaborate with other IT personnel to ensure smooth operations of IT systems
Assist with the onboarding and offboarding processes for new and departing employees
Assist with shipping and tracking equipment to remote users and troubleshooting any issues that arise during the process
Stay up-to-date with emerging technologies and recommend solutions to enhance efficiency and effectiveness of IT systems
Execute on individual defined project plans assigned

What do you bring to the table

Required:
Bachelors degree in Information Technology or related field preferred
Minimum of 2 years of experience in a Help Desk or technical support role
Strong technical knowledge of Windows and Mac operating systems, Microsoft Office Suite, and other common business applications
Experience with O365, Active Directory, Exchange, and networking protocols
Willingness to learn new systems and troubleshoot difficult problems
Strong communication and interpersonal skills
Ability to work independently and as part of a team
Ability to prioritize and manage multiple tasks and projects simultaneously
Experience leading projects to completion
Strong organizational skills

Preferred:
Previous experience using PowerShell
Certifications such as A+, Network+, and ITIL are a plus
A degree in computer science, information technology, or related field is preferred, but not required

M365 administration experience

MDM experience managing devices, software, licenses, etc.

Deep understanding managing Mac devices in a M365 environment

People first. We create collaborative and supportive environments by operating with respect and flexibility to promote mental, emotional and physical health. We practice empathy by treating others the way they want to be treated and assuming positive intent. We are proud of our inclusive diverse team and humble ourselves to learn about and build our connection with each other.

Patient focused. We act with swift determination without sacrificing our expectations of quality. We are driven by providing exceptional solutions for our customers to positively impact patient lives. Considering what is at stake, we challenge ourselves to develop the best solution, not just the easy one.

Integrity. We hold ourselves accountable and strive for transparent communication to build trust amongst ourselves and our customers. We take ownership of our results as we know what we do matters and collectively we will change the healthcare industry. We are thoughtful and intentional with every customer interaction understanding the overall impact on human health.

Curious. We ask questions and actively listen in order to learn and continuously improve. We embrace change and the opportunities it presents to make each other better. We strive to be on the cutting edge of science and technology innovation by encouraging creativity.

Impactful. We take our social responsibility with the seriousness it deserves and hold ourselves to a high standard. We improve our sustainability by encouraging discussion and taking action as it relates to our natural, social and economic resource footprint. We are devoted to our humanitarian mission and look for new ways to make the world a better place.

Velsera is an Equal Opportunity Employer:
Velsera is proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, colour, gender, religion, marital status, domestic partner status, age, national origin or ancestry.