IT Support Technician

About the Role

At Avalere Health, we are united by a singular, profound purpose: to reach every patient possible. Our Advisory, Medical, and Marketing teams collaborate with intentional power to break down healthcare barriers, ensuring that no patient is left behind. We believe that achieving this mission starts with our people. We provide purpose-driven careers that empower our team members to make a tangible impact on global health. As an IT Support Technician, you will be a vital part of this ecosystem, ensuring our global workforce has the technical tools and seamless support they need to drive innovation. Our flexible working approach allows our teams to thrive from anywhere, supported by collaboration hubs in major cities like London, New York, and Manchester, alongside robust resources for our dedicated remote workforce.

In this role, you will act as a primary technical resource, managing the end-to-end lifecycle of IT incidents while maintaining a high standard of customer service. You will be responsible for the following:

• Proactively monitor assigned tickets and the incident management queue to ensure timely resolution of technical issues.
• Own the full incident life cycle, providing transparent and informed communication to team members throughout the diagnosis and troubleshooting process.
• Meet and exceed defined SLA and KPI metrics to maintain high service standards across the organization.
• Manage the procurement, provisioning, and ongoing support of IT hardware, including laptops, mobile devices, and peripherals.
• Administer IT software and services, including the implementation of file and folder permissions and end-user security protocols.
• Support email security and web filtering systems to maintain a secure digital environment.
• Coordinate with external hardware and software vendors to facilitate repairs and system upgrades.
• Contribute to the continuous improvement of our internal knowledge base, ensuring all documentation is accurate, clear, and user-friendly.
• Uphold strict asset management processes to track company resources from initial receipt through to secure disposal.
• Assist with business acquisitions and system integrations, providing critical IT configuration and project support.
• Ensure all IT activities align with security policies and governance standards, specifically maintaining ISO-27001 adherence.

We are seeking a proactive and detail-oriented professional who thrives in a dynamic, evolving environment. The ideal candidate will possess the following:

• At least 2 years of professional experience in a technical support or helpdesk role.
• An Associate�s degree in a relevant field or equivalent industry-standard certifications (e.g., CompTIA A+, Microsoft 365 Certified).
• Strong analytical skills with a methodical, logical approach to complex troubleshooting.
• Excellent verbal and written communication skills, with a proven ability to translate technical jargon into easy-to-understand guidance for non-technical users.
• A customer-centric mindset with a passion for delivering high-quality service and managing user expectations effectively.
• The ability to prioritize multiple tasks in a fast-paced environment while maintaining a positive, solution-oriented attitude.
• A collaborative spirit, comfortable working both as part of a global team and independently.

Avalere Health is committed to your professional growth and personal well-being. We offer a comprehensive benefits package designed to support you at every stage of your life and career:

• Financial security through a pension contribution of up to 7%, life insurance, and income protection.
• Comprehensive private medical insurance and personalized health support.
• Flexible working arrangements, including the unique opportunity to work from anywhere in the world for two weeks each year.
• Generous time off, including 25 days of annual leave, two personal well-being days, and gifted end-of-year holiday breaks.
• Summer Friday finishes during June, July, and August to encourage a healthy work-life balance.
• Enhanced family-friendly policies, including maternity, paternity, and fertility support through our partner, Peppy.
• Access to thousands of on-demand training sessions and global mobility opportunities to fuel your career progression.
• An inclusive culture supported by six Employee Network Groups focused on diversity, equity, and mental health.

Required Skills