Headquartered in Carlsbad, California, and with offices in Boston, Massachusetts, and Dublin, Ireland, Ionis has been at work for more than three decades discovering medical breakthroughs that have redefined life for people with serious diseases. We are pioneers in RNA-targeted medicines, and our platform continues to revolutionize drug discovery and transform lives for patients with unmet needs.  With five currently marketed medicines for serious diseases and an expansive late-stage pipeline, we continue to build upon our groundbreaking innovations in science and technology to provide greater value to patients; and we are well positioned financially to deliver on our strategic goals.

At Ionis, we pride ourselves on cultivating a challenging, motivating and rewarding environment that fosters innovation and scientific excellence. We know our success is a direct result of the exceptional talent and dedication of our employees.

With an unprecedented opportunity to change the course of human health, we look to add diverse individuals, skill sets and perspectives to our exceptional team. We continue to invest time, money, and energy into making our onsite and remote work environments a place where solid and lasting relationships are built and where our culture and employees can thrive.

We are building on our rich history, and believe our greatest achievements are ahead of us.  We invite you to apply and join us if you’re passionate about the opportunity to have meaningful impact on patients in need, our employees, and our organization.  Experience and contribute to our unique culture while you develop and expand your career!

 

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SUMMARY: 

Ionis Pharmaceuticals is seeking a highly skilled and detail-oriented IT Operations Analyst II to join our dynamic IT team. The successful candidate will play a pivotal role in optimizing and managing IT operations to ensure maximum efficiency, reliability, and security across the organization. This position involves providing Level 1 and Level 2 support for line-of-business applications, including Office 365 administration, Okta, Entra, SharePoint, Veeva, and Cayosoft account creation. Responsibilities also include diagnosing and resolving technical issues, monitoring system performance, supporting high-profile meetings such as inspections, audits, and data readouts, and implementing strategic improvements to enhance our IT infrastructure and end-user support. 

The IT Operations Analyst II will collaborate closely with cross-functional teams to evaluate IT requirements and deliver tailored technical support to meet business needs. Key responsibilities include developing knowledge base articles, creating and maintaining L0 self-help video documentation for our user base, and conducting regular analysis of problem trends to identify solutions or process improvements. Staying abreast of emerging industry trends and technologies, such as security behavior and culture programs and generative AI to automate and optimize IT operations, is crucial for driving innovation and maintaining a competitive edge while maximizing resource output.

The ideal candidate will possess a proven track record in IT operations, experience in the biotech and life sciences sector, exceptional problem-solving skills, and a proactive approach to addressing potential challenges. Success in this role requires thriving in a dynamic, fast-paced environment while consistently delivering high-quality results.

RESPONSIBILITIES: 

The IT Operations Analyst II is responsible for delivering Level 1 and advanced Level 2 support to internal customers, addressing complex issues related to computer hardware, software, and networked systems. This role involves proactively identifying, managing, and resolving events, incidents, and problems to minimize business disruptions and ensure the rapid restoration of normal service operations.

This is an on-site position, Monday through Friday, with some after-hours support required, maintaining a physical presence in the headquarters building in Carlsbad, California. Onsite support includes hardware and software support, white glove C-suite support, and conference room technical support. Additionally, the IT Operations Analyst II will use remote tools such as TeamViewer Quick Support to assist and support the remote user base across the United States and Europe. 

Key responsibilities include managing technical service activities and coordinating with both internal teams and outsourced service providers to deliver high-quality technical solutions and support. 

The Analyst will deliver technical support for a range of platforms and applications, including Windows 10, Windows 11, macOS, iOS, Office 365, Okta Administration, Zoom Administration, SharePoint, SAP, Veeva, Adobe Sign, Adobe Acrobat, Azure AD, Copilot, Intune, and scientific tools such as GraphPad Prism, ChemStation, ChemDraw, JMP, Mimecast Administration, and Microsoft Teams. 

The Analyst will utilize ticketing systems such as SolarWinds Service Desk to manage and resolve issues, demonstrate proficiency with Microsoft Teams, manage IT inventory and assets effectively, conduct end-user training including new hire orientation, maintain the service desk knowledge base, and be proficient in process documentation. Experience with Cayosoft Administrator Console, on-prem Active Directory, Exchange Online administration, and mobile phone support (e.g., Verizon admin console, Apple Business Manager) is also required. 

The IT Operations Analyst II will work closely with various teams across the organization to ensure seamless IT operations. This includes: 

Cross-Functional Collaboration: Partnering with departments such as R&D, HR, and Finance to understand their IT needs and provide tailored support. Project Teams: Participating in IT projects, contributing technical expertise, and ensuring project goals are met on time. Vendor Coordination: Managing relationships with external service providers to ensure high-quality service delivery and support. Knowledge Sharing: Collaborating with team members to share knowledge, best practices, and provide mentorship to junior staff. Regular Meetings: Attending and contributing to regular team meetings to discuss ongoing issues, upcoming projects, and continuous improvement initiatives.

This collaborative approach ensures that the IT Operations Analyst II can effectively support the organization's IT infrastructure and contribute to its overall success.

REQUIREMENTS:

At least 2 years of experience in the IT industry required. Proven experience in IT operations, particularly in service desk support and incident management. A bachelor’s degree in information technology or computer science; or equivalent experience. Exceptional customer service skills to facilitate effective communication with internal stakeholders. Strong problem-solving capabilities to efficiently prioritize and resolve technical issues. Proficiency in Office 365 administration, including expertise in user and license management. Hands-on experience with identity and access management tools, such as Okta and Microsoft Entra. In-depth knowledge of SharePoint administration, including maintenance and troubleshooting. Familiarity with tools like Veeva and Cayosoft for account creation and management. Comprehensive understanding of network connectivity principles and troubleshooting techniques. Proven ability to diagnose and resolve application errors and performance-related issues. Demonstrated project management skills, considered highly advantageous. Experience in administering ticketing and incident management tools, such as SolarWinds Service Desk. Demonstrated adaptability, with a strong drive to explore and implement technology-based solutions. Exceptional verbal and written communication skills, enabling effective interaction with stakeholders at all levels of the organization. Proven ability to work collaboratively as a strong team player, fostering a positive and productive team environment where ideas and concepts are constructively challenged to achieve the best outcomes.

Please visit our website, http://www.ionis.com for more information about Ionis and to apply for this position; reference requisition #IONIS003549

Ionis offers an excellent benefits package! Follow this link for more details: Ionis Benefits

Full Benefits Link: https://www.ionis.com/careers/working-at-ionis/#:~:text=our%20employee%20spotlight-,Benefits,-Employees%20are%20rewarded

The pay scale for this position is $32/hour to $41.47/hour

NO PHONE CALLS PLEASE. PRINCIPALS ONLY.

Ionis Pharmaceuticals, Inc. and all its subsidiaries are proud to be EEO employers.

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