About the Role
Avalere Health is united by a profound purpose: to reach every patient possible. We ensure every patient is identified, treated, supported, and cared for equally. Our Advisory, Medical, and Marketing teams come together intentionally to forge unconventional connections, building a future where healthcare is not a barrier and no patient is left behind. Achieving our mission starts with providing enriching, purpose-driven careers for our team that empower them to make a tangible impact on patient lives. We are committed to creating a culture where our employees are empowered to bring their whole selves to work and tap into the power of diverse backgrounds and skillsets to play a part in making a difference for every patient, everywhere.
As an IT Support Technician, you will be at the forefront of our internal operations, providing essential technical support to Avalere Health employees in a flexible, remote-first environment. We are looking for a candidate with a strong desire to provide excellent customer service and an eagerness to thrive in an evolving technical landscape. Your role will focus on managing employee expectations during the diagnosis, troubleshooting, and resolution of technical issues, ensuring our global workforce remains connected and productive. This position requires a positive, can-do attitude, a detail-oriented mindset, and a proactive communication style to solve problems effectively.
Key Responsibilities- Monitor assigned ticket queues daily and take full ownership of the incident management lifecycle to provide timely and informed responses to all team members.
- Oversee the procurement, provisioning, and maintenance of critical IT hardware, including laptops, mobile devices, and printers, ensuring all equipment meets company standards.
- Manage IT software and services, implementing necessary file and folder permission changes while maintaining robust end-user web filtering and email security.
- Coordinate directly with hardware and software vendors to repair and support technology components, ensuring minimal downtime for the business.
- Develop and improve internal knowledgebase documentation, system administration guides, and end-user manuals to facilitate self-service and team learning.
- Adhere strictly to asset management processes to ensure accurate recording of company resources from initial receipt to final disposal.
- Support business acquisitions and system integrations from an IT perspective, assisting in the configuration and implementation of various technical projects.
- Uphold IT security and policy governance in alignment with ISO-27001 standards to maintain the highest levels of data integrity and compliance.
- Proactively suggest process improvements to enhance the efficiency of the IT department and the overall employee experience.
- An Associate’s degree in a relevant field or equivalent industry-standard technical certifications.
- At least 2 years of professional experience in a technical support or help desk role, preferably in a high-growth environment.
- Comprehensive knowledge of core IT systems, including Windows OS, macOS, iOS, and Active Directory.
- Hands-on experience with Azure AD, Endpoint Manager, Exchange, Microsoft 365, and Microsoft Defender.
- Strong multi-tasking and problem-solving abilities with the capacity to manage competing priorities effectively.
- Exceptional writing and verbal communication skills, with the ability to explain complex technical processes to non-technical users.
- Familiarity with ITIL-defined vocabulary and best practices for incident and problem management.
- Competitive 401K plan with an employer match contribution of up to 4%, which is immediately vested upon enrollment.
- Comprehensive health coverage, including medical, dental, and vision plans, along with life insurance and disability coverage.
- Generous time-off policy featuring 20 vacation days, 9 recognized public holidays, one personal well-being day, and gifted end-of-year holidays.
- Flexible working arrangements that support remote work, plus the unique opportunity to work from anywhere in the world for two weeks each year.
- Summer Friday finishes during June, July, and August to encourage a healthy work-life balance and time for rejuvenation.
- Enhanced family-friendly policies, including fertility support and industry-leading maternity and paternity leave.
- Access to thousands of on-demand training sessions and professional development opportunities to facilitate global, cross-capability career moves.
- An inclusive culture supported by six Employee Network Groups dedicated to diversity, equity, and inclusion across the organization.