IT Support Officer

This is a US based role - New York or New Jersey and a hybrid model (2-3 days per week in the New Jersey office)

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Background:

At Diaceutics we believe that every patient should have access to the right treatment at the right time. We provide the world’s leading pharmaceutical companies with an end-to-end solution for the launch of precision medicine diagnostics enabled by DXRX – The Diagnostic Network®.

DXRX is the world’s first diagnostic commercialization platform for precision medicine, integrating multiple pipelines of real-world diagnostic testing data from a global network of laboratories.

Position Summary:

The IT Support Officer will provide a full range of IT support activities for our global employees and will be based in our new office in Newport, New Jersey. This will involve resolution of hardware and software issues, including a range of in-house and 3rd Party systems, maintenance of the network including network printers and provision of support for online meetings held on the premises.

Duties and Responsibilities:

1. Act as a single point of contact between staff members and the IT Department providing a professional service at all times.
2. Log all calls / requests in relation to Incidents, Service Requests and Requests for Information and respond in a timely manner.
3. Assist with the support of Windows operating systems, macOS, iOS, Android, Microsoft 365 and Teams, Information Systems and other software widely used throughout the organization.
4. Provide technical assistance to all employees in their use of desktop devices. This will include investigating reported system faults, resolving faults or where necessary, arranging for third party contractors to resolve the problems e.g. maintenance companies.
5. Provide first line in-office and remote technical assistance and advice on all aspects of the organisation’s hardware, software and network infrastructure ensuring best practice standards are adhered to.
6. Make best use of own resources and skills to reduce impact from incidents and promote the use of information and new technologies to reform and modernize the organization.
7. Ensure all organizational and departmental IT policies and procedures are followed and are in keeping with good practice and assist in the implementation of new procedures.
8. Engage in personal and professional development to ensure an expert level of knowledge of Service Desk and Desktop Support Services remains up-to-date and appropriate to the needs of the role.
9. Be aware of all current legislation and undertake duties in accordance with this legislation.

Health and Safety Duties

Assume responsibility for Health and Safety in the Company’s New Jersey office.

• If not certified in Health and Safety, attend relevant training courses externally in order to achieve this.
• Attend all relevant training on in house platform and suggest additional relevant Health and Safety procedures.
• Arrange and attend monthly meetings with the Chief of Staff for general reporting of function.
• Escalate urgent items to the Chief of Staff as they occur
• Conduct a daily walkthrough for items example below (not exhaustive list):
• Check all workspaces and offices
• Look out for potential problems (for example, lifted floorboards, slippery surfaces)
• Check all Health & Safety posters are visible and in good condition
• Check there is a good supply plenty of antibacterial wipes and sprays in every office

Key Attributes Required:

• People Skills: Work alongside and effectively communicate with a team, focusing on accuracy and attention to detail.
• Customer Service / External Impact: Dealing with queries via telephone and email, and greeting external stakeholders when required.
• Decision-Making: Ability to make decisions based on standard rules and procedures on a daily basis.
• Initiative and Independence: Ability to follow standard practices or guidelines, planning workload based on agreed processes and management supervision.

Knowledge and Specialist Skills:

Education – Undergraduate or above / equivalent in Information Communications Technology, Computer Science or computer related qualification. Health and Safety qualification or equivalent preferred.

Experience :

1. 1 year relevant IT Service Desk / Support experience.
2. In the absence of a formal qualification, 3 years’ IT Service Desk / Support experience is essential.
3. Health and Safety in the workplace experience is preferred.
4. Possess in-depth knowledge of computer hardware, networking, server maintenance, communications, and a wide range of software / applications to include, but not limited to, Microsoft Teams. Microsoft Office Suite, ERP systems.
5. Experience in Healthcare, medical device or in vitro diagnostics and or consulting is desired.
6. Computer and software Knowledge and Skills – Proficient in Microsoft Office Suite, skilled user Excel and PowerPoint

Life at Diaceutics:

We are a multi-cultural, diverse team spanning 16 countries around the world. One thing we all have in common is that we are dedicated people who are passionate about patient outcomes. All of our employees work remotely or in a hybrid model and we collaborate together as a global community.

At Diaceutics, we live by our values, The Diaceutics EFFECT. Diaceutics community is Empowered to explore new ideas and paths, and to develop new solutions for our pharma clients and lab partners. By applying Foresight, innovative and entrepreneurial skills we can lead at the forefront of Precision Medicine. Fun is what makes life working at Diaceutics so special as it is the fuel of what we do, both internally and externally. Special care for Empathy allows us to create an open environment for working together, being listened to and understood, even when working remotely. Communication has a special place at Diaceutics, being key across all our interactions, where we assume positive intent which leads to widespread Trust across our community.

We hire smart, fun people who care about our mission and about each other. Some interesting points about us:

• Competitive salary (and attractive bonus scheme dependent on role)
• Training and development opportunities
• Remote / Virtual Working
• Flexible Working incl. Flex Day Programme
• Share Incentive Plan
• Increase of Annual Leave with tenure
• Pension
• Healthcare (including Vision and Dental) and Additional Benefits
• Life Insurance
• Group Income Protection
• Enhanced Maternity and Sick Pay Provisions
• Robust Performance Management Framework and Individual Development Plan
• Generous Staff Referral Scheme
• Dedication to positive working culture with regular health and wellbeing activities and annual company get together

We are an equal opportunities employer and we welcome applications from all suitably qualified persons.

Please see link below to our Candidate Privacy Statement -

https://www.diaceutics.com/privacy-statement