Contract IT Support Analyst

Company Overview

CRISPR Therapeutics is a leading gene editing company focused on developing transformative gene-based medicines for serious diseases using its proprietary CRISPR/Cas9 platform. CRISPR/Cas9 is a revolutionary gene editing technology that allows for precise, directed changes to genomic DNA. CRISPR Therapeutics has established a portfolio of therapeutic programs across a broad range of disease areas including hemoglobinopathies, oncology, regenerative medicine, and rare diseases. To accelerate and expand its efforts, CRISPR Therapeutics has established strategic collaborations with leading companies including Bayer, Vertex Pharmaceuticals and ViaCyte, Inc. CRISPR Therapeutics AG is headquartered in Zug, Switzerland, with its wholly-owned U.S. subsidiary, CRISPR Therapeutics, Inc., and R&D operations based in Cambridge, Massachusetts, and business offices in San Francisco, California and London, United Kingdom.

Job Summary

Reporting to the IT Operations Manager, the Support Analyst will be responsible for working with our internal and outsourced managed service provider, providing primary on-site operational support for laboratory systems and end-user hardware and software.  The prospective candidate will provide tier I support for the enterprise and collaborate with senior members on resolution of next-level support issues.

Responsibilities

• Working with our off-site managed services provider (MSP); Provide primary on-site operational support for issues that cannot be resolved remotely.
• Provide Tier 1 & 2 Support for end users and MSP.
• Set up computer hardware and communications tools for new employees.
• Install and troubleshoot software on end-user laptops and laboratory PCs.
• Provide conference room, desk phone and printer support.
• Perform both hands on and remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Determine the best solution based on the issue and details provided by end-users.
• Walk end-users through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Ensure compliance with all on-boarding and off-boarding policies and procedures.

Minimum Qualifications

• Strong verbal and written communication skills.
• Excellent deskside manner.
• At least 2 years of Tier I operational support experience, preferably within a regulated life sciences environment
• Experience with desktop operating systems (Windows 7, Windows 10 and MacOS running Office 365).
• Strong technical skills with end-point management (hardware and software)

Preferred Qualifications

• SOX and/or 21 CFR Part 11 experience
• BA/BS in computer science or related field
• Experience using Service Now
• Experience using Ivanti or equivalent remote management tool

Competencies

• Self-motivation and ability to take direction from more senior IT staff.
• Experience support both Windows and Apple hardware.
• Excellent problem-solving skills, a proactive approach, anticipating issues and working to ensure they are avoided or resolved as quickly as possible.
• Excellent organizational and time management skills as demonstrated by ability to organize and prioritize work to meet service level agreements.
• Ability to promote a good team working environment, providing internal customers with high-quality service.

CRISPR Therapeutics, Inc. is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law.

To view our Privacy Statement, please click the following link: http://www.crisprtx.com/about-us/privacy-policy