IT Support Specialist

Company Overview:

Innoviva Specialty Therapeutics, Inc., a subsidiary of Innoviva, Inc., is a biopharmaceutical company focused on developing innovative solutions for patients and healthcare providers in the fields of Critical Care and Infectious Diseases. 

Our mission to deliver innovative, life-saving medicines for serious unmet medical conditions drives us every day and contributes to building a sustainable business for the long term. It also inspires our entrepreneurial culture which fosters innovation, collaboration, and a relentless commitment to the people we serve. Patients are at the center of everything we do because everyday matters. Every employee is encouraged to take initiative, explore new ideas, and turn challenges into opportunities that can potentially transform lives, especially those suffering from serious and difficult-to-treat illnesses.

Our products marketed in the U.S. include:

• GIAPREZA® (angiotensin II) is a vasoconstrictor to increase blood pressure in adults with septic or other distributive shock.
• XACDURO® (sulbactam for injection; durlobactam for injection) is a new treatment designed specifically to treat hospital-acquired bacterial pneumonia (HABP) and ventilator-associated bacterial pneumonia (VABP) caused by susceptible strains of bacteria called Acinetobacter baumannii-calcoaceticus complex in adults.
• XERAVA® (eravacycline) is a broad-spectrum antibiotic used to treat patients with complicated intra-abdominal infections (cIAI).
• ZEVTERA® (ceftobiprole) is an approved advanced-generation cephalosporin antibiotic and the only FDA-approved cephalosporin specifically designed to treat adult patients with Staphylococcus aureus bloodstream infections (bacteremia) including those with right-sided infective endocarditis. In addition, Zevtera is approved in adult patients with acute bacterial skin and skin structure infections (ABSSSI), and adult and pediatric patients (3 months to less than 18 years old) with community-acquired bacterial pneumonia (CABP). 
• Nuzolvence® (zoliflodacin) for oral suspension is a first-in-class, single-dose oral antibiotic for the treatment of uncomplicated urogenital gonorrhea in adults and adolescents 12 years of age and older weighing at least 35 kg.

Summary of Position:

The IT Support Specialist plays a critical role in ensuring the seamless operation of IT systems and delivering high-quality, on-site technical support to all end-users at Innoviva Specialty Therapeutics (IST).  This role is responsible for maintaining reliable IT infrastructure, resolving technical issues efficiently, and minimizing disruptions to business operations.

This role requires a proactive problem-solver with excellent communication skills and strong technical expertise to diagnose issues, provide timely solutions, and support a positive end-user experience. IT Support Specialist will work can work closely with team members across departments to ensure technology solutions aligns with business needs and organizational objectives. 

 This is an on-site position based in our Waltham office. 

Responsibilities:

• Resolve complex hardware, software, and networking issues, acting as an escalation point for helpdesk remote staff.
• Assist with user account management, device setup, and troubleshooting for laptops, desktops, mobile devices, and applications. Ensure timely responses to service requests and efficient problem resolution.
• Oversee and maintain on-site IT equipment, including servers, network devices, conference room technology, and peripherals. Coordinate with external vendors for equipment repairs and upgrades as necessary.
• Provide support for Microsoft environments, including Windows Server, Microsoft 365, Azure AD, and Teams. Manage and troubleshoot issues within the Microsoft ecosystem, including group policies, email services, OneDrive, SharePoint, and Microsoft Teams.
• Manage and respond to IT incidents efficiently, collaborating with team members to minimize impact and downtime. Escalate issues to the IT operations when necessary.
• Track and manage IT assets, including inventory of hardware and software licenses, ensuring compliance with licensing agreements and company policies.
• Develop and maintain accurate documentation for troubleshooting procedures, network configurations, and IT policies. Create and update knowledge base articles to support end-users and IT staff.
• Assist with new hire training and onboarding, provide guidance on best practices, and help ensure adherence to IT policies and procedures.
• Participate in IT projects to improve system efficiency, implement new technologies, and support company initiatives as required.
• Work closely with internal departments, such as Quality, Regulatory, and Operations, to ensure IT support aligns with biopharma compliance standards and business needs.
  

Experience & Education:

• Bachelor’s degree in information technology, Computer Science, or a related field. Equivalent experience may be considered.
• 3 plus years of experience in IT support roles, with at least 1 year in a Tier 2 support position.
• Experience in a biopharmaceutical, healthcare, or similar regulated environment preferred.

Skills and Abilities:

• Proficiency with Windows operating systems, Active Directory, and Azure AD.
• Knowledge in Microsoft 365 and all associated applications, including Outlook, Teams, SharePoint, OneDrive, Excel, Word, PowerPoint, O365 Admin Center.
• Understanding of network principles, including TCP/IP, DNS, VPN, and wireless networks. Knowledge of endpoint management tools (Intune).
• Familiarity with industry-standard IT ticketing systems, such as Freshservice or ServiceNow.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Demonstrate a strong sense of urgency and ensuring timely resolution of issues to minimize downtime and maintain optimal system performance.
• Customer-focused, with an aptitude for troubleshooting and problem-solving in a high-demand environment.

Competencies: 

• Effective Communication: Communicates clearly, concisely, and with purpose; actively listens and tailors messaging to ensure understanding and alignment.
• Collaborative Partnership: Builds strong, trust-based relationships and works cooperatively across teams to achieve shared goals.
• Adaptability & Resilience: Responds positively to change, remains effective under pressure, and quickly adjusts to new conditions or priorities.
• Results-Driven Execution: Focuses on achieving high-quality outcomes by prioritizing effectively, maintaining momentum, and overcoming obstacles.
• Customer - Focused Mindset: Places customer needs at the center of decisions and actions, striving to deliver value and build long-term trust.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

Innoviva Specialty Therapeutics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.