IT Support Analyst II

AboutIovanceBiotherapeutics Inc.

Iovance Biotherapeutics Inc.isthe global leader in innovating developing and delivering tumor infiltrating lymphocyte (TIL) cell therapies for patients with solid (lifileucel) is the firstFDA-approved one-time treatment for previously treated advanced melanoma now approved in three global markets and available at more than 95 authorized treatment centers. TheIovance TIL platformspans registrational trials and next-generation programs inadditionalsolid tumors including gene-edited and IL-12 tethered TIL therapies next-generation IL-2 and precision immuno-oncology approaches. As the first and only company to take TIL therapy from concept to a broadly accessible commercial treatmentIovanceoperates as an end-to-end cell therapy company anchored by fully owned centralizedU.S.-based manufacturing that is scaled to serve thousands of cancer patients worldwide each year. For more information please .

Amtagvi and its accompanying design marksProleukinIovance and IovanceCaresare trademarks and registered trademarks ofIovance Biotherapeutics its subsidiaries. All other trademarks and registered trademarks are the property of their respective owners.

Information on Iovances broad industry-leading patent portfolio is available on the Intellectual Property page .

Overview

The IT Support Analyst II will play a key role in supporting on-site Iovance staff in Philadelphia as well as other U.S.-based Iovance offices remotely. The ideal candidate will bring strong troubleshooting communication and customer service skills to help resolve IT helpdesk tickets and maintain reliable end-user technology across the organization.

**Please note that this position is fully onsite at our Manufacturing Facility**

Essential Functions and Responsibilities

• Provide support for the following (but not limited to) systems/infrastructure:
• Laptops and desktops hardware printers scanners and other computer peripherals
• Zebra printer support. Out of the box calibration and troubleshooting daily issues.
• Audio/Video conference room equipment telephone systems meeting software messaging and collaboration tools. Zoom Room support.
• MS365 suite. including Sharepoint permissions and access management
• Support for network devices such as routers and switches firewalls racks cabling etc.
• Mobile devices management and troubleshooting
• Experience with Microsoft Intune including managing enrolling and troubleshooting corporate devices through Intune.
• Support IT needs in Labs
• Support Executives IT needs
• Manage the ticketing queue for assigned tickets
• Perform mobile device (Android/IOS) troubleshooting and management.
• Produce and maintain documentation and asset management data for hardware and software.
• Conduct new hire orientation/ basic IT training and ensuring timely completion of offboarding
• Provide IT support for Town Halls critical meetings audits and All Hands events.
• Perform application installation and support for common IT applications
• Manage computer imaging and patching operations to ensure compliance with company policies
• Produces reports on IT operations ticket metrics and asset inventory
• Liaise with third-party vendors for procurement and timely delivery of IT equipment.
• Translate technical concepts into clear easy-to-understand language for end users.
• Provide status and completion updates to supervisors and end users via email chat or in-person communication
• Collaborate with vendors to streamline support processes and drive operational efficiencies
• Must adhere to Iovance Biotherapeutics core values policies procedures and business ethics.
• Perform miscellaneous duties as assigned.

Travel

• Up to 5-10% travel may be required.

Required Education Skills and Knowledge

• 2 years of experience in providing IT Helpdesk support in a fast-paced business environment.
• Ability to lift/move computer equipment weighing up to 50 Lbs.
• Strong Microsoft 365 proficiency (Outlook Word Excel PowerPoint Teams)
• Strong hardware troubleshooting and repair skills with desktops workstations laptops printers and mobile devices.
• Experience supporting executives IT
• Broad experience of IT with strong understanding of networks servers and telecoms
• Strong customer service skills
• Ability to provide consistent excellent customer support to entire staff representing a variety of personalities and management levels
• Strong written and verbal communication skills.
• Ability to mentor or provide best practices to other members of the team.
• Must be detail oriented and self-motivating.
• Ability to work in a flexible team-oriented environment is required.
• Familiar with ITIL process and framework.
• Lab computer experience a plus.
• Quality mindset and familiar with 21 CFR Part 11 and standard GxP best practices

Preferred Education Skills and Knowledge

• Microsoft 365 SharePoint Entra ID (Azure AD)
• Lenovo and Dell Laptops (Win 11)
• SSO (Okta) MFA (Okta)
• Experience with Microsoft Intune for device enrollment policy configuration compliance management and application deployment across Windows iOS and Android platforms
• Familiarity with Intune Autopilot for zero-touch device provisioning and automated Windows deployment
• Ability to troubleshoot Intune-managed device issues including enrollment failures policy conflicts and conditional access problems
• Understanding of various protocols TCP/IP HTTP(S) FTP DNS DHCP
• Certifications: CompTIA A or other relevant certifications
• Associate or Bachelors degree in Computer Science Information Systems or related field preferred.
• Assist with tasks such as setting up systems users roles access levels user onboarding training etc.
• Provide triage to tier-2 support of application incidents reported through the help desk
• Perform or participate in analysis of systems/applications/databases and in the coordination of implementation and maintenance plans including troubleshooting issues
• Support IT office systems for Tier 2 support for End User and Conferences/Events.
• Assist with conducting New Hire Orientation
• Ability to lift/move computer equipment weighing up to 50 Lbs
• Working on flexible day/hour schedule as required

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made upon request to enable individuals to perform essential functions.

Physical Demands and Activities Required

• Must be able to remain in a stationary position standing or sitting for prolonged periods of time.
• Must be able to move about inside an office and exert up to 10 pounds of force occasionally or a negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects.
• Must have visual acuity to perform activities such as: preparing and analyzing data and figures viewing a computer screen and extensive reading.
• This position requires repetitive motion substantial movements (motions) of the wrist hands and/or fingers.
• Must be able to communicate with others to exchange information.

Mental: Clear and conceptual thinking ability; excellent judgment troubleshooting problem-solving analysis and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Work Environment

This job operates in a professional workplace or remote office environment and requires standard office equipment and keyboards. Employees who work remotely are expected to maintain their workspace and environment safely and free from safety hazards.

#li-oniste

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions duties or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Iovance is committed to cultivating and offering a diverse and inclusive work environment. As an equal-opportunity employer our employees and applicants will be considered without regard to an individuals race color religion sex pregnancy national origin age physical and mental disability marital status sexual orientation gender identity gender expression genetic information military and veteran status and any other characteristic protected by applicable law. If you need assistance or accommodation to apply to one of our opportunities please contact .

By voluntarily providing information and clicking Submit Application you explicitly consent to the collection and use of your personal information for the purposes described above and in our Candidate Privacy Notice.