Information Technology Engineer I

Company Information 

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials. 

Company Culture  

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.  

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact. 

Job Overview Summary  

Working under direct supervision, the Information Technology Engineer I serves as a frontline member of the IT Service Desk, providing Tier 1 & Tier 2 technical support to end users. This role is responsible for receiving, logging, categorizing, troubleshooting, and resolving routine technical incidents and service requests. 

The Help Desk Support Engineer I ensures timely ticket handling in accordance with defined service level agreements (SLAs), escalates issues appropriately, and maintains accurate documentation of troubleshooting steps and resolutions. The role supports day-to-day help desk operations, user account administration, endpoint support, and inventory tracking to ensure reliable and responsive IT support experience. 

Job Duties & Responsibilities  

• Manage all end user interactions including: 
• Installation, upgrades, troubleshooting, repairs of all devices and software and the documentation and verification of specific steps taken. 
• Recovery of corrupted/ failed device data 
• Insuring applicable antivirus and malware protection 
• Reporting all non-compliance with IT Policies and Procedures 
• Tracking and reporting movement of devices and changes in installed software 
• Reporting all operational issues and significant concerns to management 
• Screens, prioritizes, and fulfills helpdesk tickets in Jira ServiceDesk and reports on status 
• Escalate helpdesk requests in a timely fashion to other technicians, as necessary 
• Track and monitor problem resolution rates and status for all active IT related helpdesk tickets 
• Provide in-person, telephone, and remote technical assistance for IT supported solutions 
• Conduct day-to-day IT Department organizational tasks, including:  
• On- and off-boarding of user accounts and equipment 
• Maintain organization and security of inventory for all IT hardware and software  
• Ordering, receiving, tracking, and distributing purchased products 
• Organizing and maintaining clutter-free IT storage, staging and personal work areas  
• Follow applicable IT Department and Advarra’s Procedures 
• Proactively learn and utilize new technologies, concepts, and procedures as appropriate to project requirements 
• Identify opportunities to improve and update software and systems 
• Participate in training programs and workshops for staff 
• Other duties which may be assigned to support Advarra’s Mission Statement and Core Values 
• This position is included, and expected to participate, in a rotating schedule of on-call participants to ensure that the after-hours needs of the company are met in a reliable manner 
• Working under direct supervision may also be responsible for routine system administrative tasks, including: 
• Conducting system maintenance and operational checks 
• Monitoring backup performance and rotation to media to off-site facility 
• Creation of standardized workstation images and maintaining records of image distribution and inventory 
• Other administrative tasks as requested 

Location  

This role is open to candidates working remotely in the United States.

Basic Qualifications  

• 0-3 years of customer-focused experience in supporting end users running, troubleshooting, and configuring mainly Microsoft Windows workstation products; Mac platform a plus 
• Bachelor’s degree or equivalent combination of education and related work experience 

Preferred Qualifications 

• Proficient with Windows 11 operating systems, familiar with Azure Active Directory administration, Microsoft Office Suite 
• Experience with end point management tools or platforms, Kaseya preferred 
• Familiar with workstation security configuration, including local and network accounts, user permission, etc.  
• Knowledge of installing, configuring, troubleshooting cloud-based services including Microsoft 365, Slack, Zoom 
• Strong organization and multi-tasking skills 
• Work independently; planning, organizing, scheduling and completing work within deadlines 
• Maintain a high level of confidentiality and discretion within the IT department 
• Prioritize and manage conflicting requests and tasks 
• Ability to adapt to changes in technology, equipment and/or processes 
• Effective verbal and written communication skills 
• Strong customer service skills 
• Ability to provide support to and interact with all levels of roles in the business, including executive level leadership 

Physical and Mental Requirements 

• Sit or stand for extended periods of time at stationary workstation 
• Regularly carry, raise, and lower objects of up to 10 Lbs.  
• Learn and comprehend basic instructions 
• Focus and attention to tasks and responsibilities 
• Verbal communication; listening and understanding, responding, and speaking  

Advarra is an equal opportunity employer that is committed to providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information, or any other status or characteristic protected by federal, state, or local law. 

The base salary range for this role is $56,706 - $93,566. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.