IT Support Analyst

About Lumanity

Lumanity is committed to enhancing patient health by accelerating the delivery and optimizing the access to new medical innovations. The company collaborates with global life sciences organizations to produce evidence that validates product value, translate scientific data into persuasive narratives, and guide commercial decisions to ensure market success. Their expertise spans Asset Optimization and Commercialization, Value, Access and Outcomes, Medical Strategy and Communications, and Real-World Evidence.

Role Overview

We are looking for an experienced IT Support Analyst to join our worldwide IT team. This individual will act as the primary contact for all IT-related concerns throughout the organization, offering professional and supportive assistance. The position is based in Boston, MA, with a flexible hybrid schedule requiring a minimum of three days per week on-site. Occasional travel to other East Coast offices may be necessary.

Key Responsibilities

• Providing level one, and occasionally level two, technical support to enterprise employees and contractors, leveraging both technical expertise and customer service skills to resolve issues efficiently.
• Troubleshooting hardware and software problems remotely or via phone, primarily related to PCs and laptops.
• Escalating complex issues to appropriate technical teams while ensuring timely resolution aligned with priority guidelines.
• Documenting incidents and service requests using standard IT Service Management (ITSM) tools and ensuring adherence to service level agreements; escalating delays promptly.
• Maintaining communication with users to provide updates and confirm issue resolution.
• Collaborating with external vendors as needed for advanced troubleshooting, including working with infrastructure and security providers.
• Following established protocols, escalation paths, and best practices to ensure documented and prompt problem resolution.
• Keeping up-to-date with the installed enterprise applications undergoing ongoing support.
• Participating in IT operations and projects under supervision, including onboarding, migrating, and offboarding users according to service standards.
• Monitoring backups and serving as a point of contact for external IT departments.
• Maintaining hardware and software asset records accurately in asset registers.
• Performing system administration tasks such as installing upgrades and patches on Microsoft-based servers and desktops, as well as telephony systems.

Qualifications

• Bachelor's degree in Computer Science or related discipline, or equivalent work experience of three years.
• Preferred 1-3 years of experience applying ITIL v4 methodologies.
• Practical experience working within a helpdesk environment.
• Background in application and systems support involving devices like laptops, PCs, MacOS, iPhones, Android phones.
• Familiarity with Active Directory, DFS, DNS, WSUS, and print services.
• Proficient troubleshooting skills for Microsoft Windows 10/11 environments.
• Experience with Microsoft Office suite (Excel, Outlook, PowerPoint, Word, Teams).
• Knowledge of Microsoft Exchange (on-premises and Office 365) and Microsoft Windows Server 2016/2019.
• Expertise in patch and security management including WSUS, Group Policy, and update rings.
• Understanding deployment technologies such as SCCM, AutoPilot, and Intune.
• Competence in wired and wireless networking technologies.
• Experience with JAMF device management and security solutions.
• Working knowledge of backup technologies like Veeam and Egnyte.
• Automation skills using PowerShell for Active Directory and Exchange management.
• Experience with Fortinet VPN, Direct Access, or comparable remote access tools.
• Office 365 administration capabilities.
• Strong analytical problem-solving skills combined with excellent customer service aptitude.

Compensation and Benefits

• Competitive salary within the range of $55,000 to $75,000, depending on location, skills, experience, and qualifications.
• Bonus plan linked to performance.
• Medical, dental, and vision insurance options.
• 401(k) retirement savings plan with a company match.
• Generous paid time off including annual leave, 10 paid holidays, plus 2 floating holidays.
• Flexible spending accounts for healthcare and dependent care expenses.
• Health Savings Account (HSA) options with contributions from the employer.
• Employee Assistance Program for personal support.
• Paid short-term and long-term disability insurance coverage.
• Life insurance providing coverage at 1.5 times the base salary.