This position will be based out of our Wellesley office 3 days per week.

The IT Analyst role is based in offices around the world and entails being a 4G “IT person” for our global user base. The role’s primary focus is supporting 4G Clinical personnel. Other responsibilities include monitoring local office networks, security systems (where applicable), and vendor management. IT setup and troubleshooting of other offices (including future offices) are required. The IT Analyst role includes equipment procurement and employee onboarding processes.

Responsibilities

IT Support

• Own 4G IT tickets - both hardware and software
• Troubleshoot issues with all technology (printers, televisions, projectors, etc.)
• Procure office IT equipment (laptops, chargers, dongles, batteries, mice, keyboards, cables, various accessories, and adapters)
• System administration for a suite of products installed on laptops (macOS, Windows, some Linux), including AirWatch MDM. Other software includes anti-virus, backup, MS Office 365, Atlassian, and various SaaS products
• Use strong, flexible research skills to develop innovative solutions and workarounds finding new ways to solve problems and improve existing processes

Interpersonal skills

• Work with employees at all levels and abilities in 4G and serve their needs in order to make them productive
• Include clear and accessible instructions as well as escalation procedures
• Author wiki articles to serve all stakeholders
• Present a Friendly, approachable, confident attitude in finding solutions and meeting our users where they are

Security

• System administrator for 4G office security system
• Manage security accounts and office access
• Contact person for any communication to/from the outsourced security company

Network

• Troubleshoot office networking/internet issues
• Point of contact for networking and telco vendors

Vendor management

• Work with vendors to resolve issues in a timely manner
• Work with Accounts Payable on billing accuracy and timing
• Escalate with vendors to resolve issues and strengthen relationships

Onboarding

• Procure and setup 4G laptops
• Ship laptops to new hires in time for onboarding appointments
• Sit with new employees to onboard during their first day
• Introduce 4G policies, best practices, and how to get help from our IT department

On-call

• IT personnel share the rotating on-call duty
• Serve as first contact for off-hour support