IT Support Technician

About Avalere Health

United by one profound purpose: to reach EVERY PATIENT POSSIBLE. At Avalere Health, we ensure every patient is identified, treated, supported, and cared for. Equally. Our Advisory, Medical, and Marketing teams come together – powerfully and 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. 

Our flexible approach to working allows our global teams to decide where they want to work, whether in-office or at home based on team and client need. Major city hubs in London, Manchester, Washington, D.C., and New York, and smaller offices globally, serve as collaboration hubs allowing our teams to come together when it matters. Homeworkers are equally supported, with dedicated social opportunities and resources.  

Our inclusive culture is at the heart of everything we do. We proudly support our employees in bringing their whole selves to work with our six Employee Network Groups – Diverse Ability, Family, Gender, LGBTQ+, Mental Health, and Race/Ethnicity. These groups provide opportunities to promote diversity, equity, and inclusion and to connect, learn, and socialise through regular meetings and programs of activity. We are an accredited Fertility Friendly employer with our Fertility Policy, enhanced parental leave, and culture of flexibility ensuring every employee feels supported across their family planning journey and can work in a way that suits their family’s needs. 

We are deeply invested in supporting professional growth for our employees through day-to-day career experiences, access to thousands of on-demand training sessions, regular career conversations, and the opportunity for global, cross-capability career moves.  

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse. If you'd like to apply and need adjustments made, you can let us know in your application.

About the Role (On-site Washington D.C. and surrounding suburbs)

The IT Support Technician will provide onsite and remote technical support to Avalere Health employees. The qualified candidate possesses a strong desire to provide excellent customer service and will demonstrate an eagerness to learn and thrive in an evolving technical landscape. The role will be primarily employee technical support, focusing on managing the employee’s expectation during the diagnosis, troubleshooting, and resolution of their technical issues.

This person must be able to work in an ever-changing environment and must have a positive, can-do attitude. The support technician must be detail-oriented and a proactive communicator who is motivated to take the lead on solving problems.

• Daily monitoring of assigned tickets and the incident management ticket queue
• Ownership of assigned tickets during the incident life cycle providing timely and informed responses to ticket creators
• Accurate recording of applied time against tickets
• Procurement, provisioning, and support of IT hardware including laptops, printers, and mobile devices
• Procurement, provisioning, and support of IT software and services
• Implement file and/or folder permissions changes
• End-User web filtering and email security support
• Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner
• Update and improve knowledgebase documentation as appropriate
• Adhere to asset management processes to ensure accurate recording of company resources from receipt to disposal
• Escalation of major incidents and problems to the escalation team
• Support business acquisitions and systems integrations from an IT perspective
• IT configuration and implementation project support
• Proactively suggest and deliver process improvements and fixes
• Document processes and maintain system’s administration and end-user guides
• IT security and policy governance in line with ISO-27001 adherence
• Assist in other areas of the IT department as and when required

• Associates degree or equivalent industry certifications required
• 2 years of technical support experience
• Knowledge of core IT systems, including Windows OS, OSX, iOS, Active Directory, Azure AD and Endpoint, Exchange, Office 365, and Microsoft Defender
• Strong multi-tasking and problem-solving skills, strong writing skills
• The ability to clearly explain technical processes
• Knowledge of ITIL defined vocabulary

What we can offer Avalere Health aims to empower every employee to develop and thrive. We empower our team with the tools, skills, and support needed to think differently and to solve healthcare’s most complex challenges. At the center of our people-led culture is our Career Experience team, whose mission is to provide every employee with a purpose-driven career. We also pride ourselves on our personalized learning approach to ensure you receive the training you need to help you grow within the company and take advantage of our global scale and scope. We are committed to embedding diversity and inclusion in every aspect of our organization. We encourage diversity of thought, inclusive behavior, and break down barriers to ensure every individual feels valued and encouraged to contribute their unique abilities and potential. As part of our commitment to building a healthier world, every employee is also encouraged to participate in our community engagement efforts, which support a wide range of healthcare programs and wellbeing causes worldwide. We have city hubs across North America, Europe, and Asia, geared toward collaborating, training, socializing, and coming together as a global organization while maintaining and fully supporting flexible working practices. Our compensation and benefits package is benchmarked across the industry. We offer a generous company pension/retirement plan, private medical insurance, comprehensive employee wellbeing initiatives, compelling time-off policy, plus many other excellent employee benefits.  We encourage all applicants to read our candidate privacy notice before applying to Avalere Health.

What we can offer

Avalere Health aims to empower every employee to develop and thrive. We empower our team with the tools, skills, and support needed to think differently and to solve healthcare’s most complex challenges.

At the center of our people-led culture is our Career Experience team, whose mission is to provide every employee with a purpose-driven career. We also pride ourselves on our personalized learning approach to ensure you receive the training you need to help you grow within the company and take advantage of our global scale and scope.

We are committed to embedding diversity and inclusion in every aspect of our organization. We encourage diversity of thought, inclusive behavior, and break down barriers to ensure every individual feels valued and encouraged to contribute their unique abilities and potential. As part of our commitment to building a healthier world, every employee is also encouraged to participate in our community engagement efforts, which support a wide range of healthcare programs and wellbeing causes worldwide.

We have city hubs across North America, Europe, and Asia, geared toward collaborating, training, socializing, and coming together as a global organization while maintaining and fully supporting flexible working practices. Our compensation and benefits package is benchmarked across the industry. We offer a generous company pension/retirement plan, private medical insurance, comprehensive employee wellbeing initiatives, compelling time-off policy, plus many other excellent employee benefits. 

We encourage all applicants to read our candidate privacy notice before applying to Avalere Health.

What we can offer

You will receive a 401K plan with an employer match contribution up to 4% (immediately vested), as well as life insurance, disability coverage, and medical, dental, and vision plans for peace of mind. Enjoy flexible working arrangements, including hybrid and remote work, along with the option to work from anywhere across the globe two weeks each year. We provide 20 vacation days plus one personal well-being day, recognise 9 public holidays, along with gifted end-of-year holidays and an early Summer Friday finish in June, July, and August. 

Access free counselling through our employee assistance program and personalized health support. Our enhanced maternity, paternity, family leave, and fertility policies provide support across every stage of your family-planning journey. You can also benefit from continuous opportunities to professionally develop with on-demand training, support, and global mobility opportunities across the business.  

We encourage all applicants to read our candidate privacy notice before applying to Avalere Health.