- Professional
- Oficina en Waltham
Ardelyx is a publicly traded commercial biopharmaceutical company founded with a mission to discover, develop and commercialize innovative first-in-class medicines that meet significant unmet medical needs. Ardelyx has two commercial products approved in the United States, IBSRELA® (tenapanor) and XPHOZAH® (tenapanor). Ardelyx has agreements for the development and commercialization of tenapanor outside of the U.S. Kyowa Kirin commercializes PHOZEVEL® (tenapanor) for hyperphosphatemia in Japan. A New Drug Application for tenapanor for hyperphosphatemia has been approved in China with Fosun Pharma. Knight Therapeutics commercializes IBSRELA in Canada.
This is a 6+ month contract, and will sit on-site at our Waltham, MA office.
Position Summary:
The IT Support Analyst is a critical member of the IT Service Desk team, responsible for providing advanced technical support and ensuring seamless operation of Ardelyx's IT systems. This role focuses on delivering high-quality service to all employees, including executives, and maintaining efficient IT operations across multiple sites.
Responsibilities:
- Provide advanced technical support and troubleshooting for desktops, laptops, mobile devices, printers, network connectivity, and software applications
- Act as an escalation point for complex IT issues from the IT Support Analyst team, ensuring prompt resolution within SLAs
- Provide onsite support team for local location (Newark/ Waltham/ Milwaukee)
- Administer and maintain company cloud-based systems, including GxP Systems (Active Directory, OKTA, etc.), O365, Zoom, AirWatch, and other collaboration tools
- Manage and support Zoom Conference room systems and other AV equipment
- Collaborate with IT Infrastructure team on the deployment and maintenance of IT infrastructure systems, both on-premises and cloud-based
- Assist in the creation and maintenance of IT Service Desk knowledge base, documentation, and procedural manuals
- Participate in IT projects related to system upgrades, migrations, and deployments
- Perform hardware and software inventory management and asset tracking
- Assist in onboarding and offboarding processes, including provisioning and deprovisioning of hardware and software accounts
- Collaborate with cross-functional teams and external vendors to ensure IT operational excellence and alignment with business needs
- Provide technical training and guidance to junior IT Support Analysts as needed
Qualifications:
- Bachelor’s degree in computer science, Information Technology, or related field with 4+ years of experience in IT support roles, preferably in a biotech or pharmaceutical industry environment, or equivalent experience
- Strong knowledge of IT Service Management tools
- Experience administering cloud-based systems such as Microsoft Entra ID, Okta, and Box
- Proficiency in troubleshooting hardware and software issues across multiple platforms (Windows, macOS, iOS)
- Excellent interpersonal and communication skills, with the ability to effectively communicate technical information to non-technical users
- Proven ability to work independently and as part of a team, with a strong sense of ownership and accountability
- Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining superior customer service
- Familiarity with regulatory environments such as GxP, GMP, and SOX compliance is a plus
- Certifications such as MCSE, MCSA, CCNA, Network+, A+, or equivalent are preferred
The hourly range for this full-time contract position is $38.00 - $41.00. Ardelyx utilizes industry data to ensure that our compensation is competitive and aligned with our industry peers
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