IT Service Delivery Analyst - Innovative Gene Therapy Start Up
Location: Foster City
Reporting to: IT Manager
Orchard Therapeutics is clinical-stage biotechnology company developing transformative gene therapies for patients with severe inherited orphan diseases. The company was formed in September 2015 and was named a Fierce 15 Company by Fierce Biotech in 2016. Orchard’s lead program, OTL-101, autologous lentiviral gene therapy for ADA-SCID (adenosine deaminase severe combined immunodeficiency), is anticipated to become one of the first gene therapies approved by the FDA.
The company is expanding its footprint in Europe and in the United States. Given the rapid growth of the company’s US operations, Orchard is looking to appoint an IT Service Delivery Analyst who will be responsible for providing seamless IT support to the US teams (first and second line support) and liaison with external IT service providers.
This is an exciting opportunity to be part of a rapidly expanding company pioneering a leading-edge technology. The role will provide the opportunity to take on increasing responsibilities over time.
Working closely with the IT Manager, the role will require a highly resourceful individual with previous experience working as an IT Support Analyst with outstanding interpersonal skills.
Provide exceptional customer service in person, via phone and email as appropriate.
The IT Service Delivery Analyst is responsible for providing 1st /2nd line support on all aspects of the IT infrastructure. Additional IT project work may be required as part of this role. Procurement, documentation and liaising with suppliers is also required.
The role will include a high level of support to all desktop systems at all levels as directed by IT Management. Experience with supporting Microsoft technologies and suite of software is essential. A minimum of 2 years’ experience in desktop infrastructure support is required.
The IT infrastructure runs on a Windows Platform across a Microsoft platform. Experience with installing and supporting MS Windows 2012 server and above, active directory, MS Office 2016/365 and above. This role will be responsible for all levels of administration and support of server systems as directed by IT Management. A minimum of 1 years’ experience in server infrastructure and support is required.
The role will also include providing some network support including investigation of new technologies and remote technologies. The IT Service Delivery Analyst will act as a support and point of escalation as directed by IT Management. Experience in Data / Voice (Cisco Meraki) is preferred but not essential.
Education & skills
Computer science related degree or equivalent and previous experience in service desk or deskside support roles.
Additional requirements include:
- Good understanding of IT technologies such as networking, servers, desktop and ad-hoc application support
- Good communication skills
- Prioritization skills
- Ability to work on your own and with teams across multiple business functions
- Planning and organisational skills
- Strong time management skills
- A solution and results-orientated mindset
- Dependable, reliable, flexible and proactive