What are the responsibilities and job description for the IT Support Analyst position at Biodesix?

ABOUT US :

Biodesix is a leading diagnostic solutions company with a focus in lung disease. The Company develops diagnostic tests addressing important clinical questions by combining multi-omics through the power of artificial intelligence. Biodesix offers five Medicare-covered tests for patients with lung diseases. The blood based Nodify Lung® nodule risk assessment testing strategy, consisting of the Nodify XL2® and the Nodify CDT® tests, evaluates the risk of malignancy in pulmonary nodules, enabling physicians to better triage patients to the most appropriate course of action. The blood based IQLung™ strategy for lung cancer patients integrates the GeneStrat® targeted ddPCR™ test, the GeneStrat NGS® test and the VeriStrat® test to support treatment decisions across all stages of lung cancer with results in an average of two to three business days, expediting the time to treatment. Biodesix also leverages the proprietary and advanced Diagnostic Cortex® AI (Artificial Intelligence) platform, to collaborate with many of the world's leading biotechnology and pharmaceutical companies to solve complex diagnostic challenges in lung disease. Learn more about us at biodesix.com.

OVERVIEW :

The objective of this role is to provide tier 1 and tier 2 support for enterprise applications used at Biodesix, ensuring seamless functionality and user satisfaction. The Application Support Analyst will conduct first-level analysis, troubleshoot complex problems, manage incidents, and monitor issues to ensure timely resolution. They will collaborate with cross-functional teams to enhance system performance. This role requires a proactive, detail-oriented individual with strong problem-solving skills, excellent communication abilities, and a passion for continuous improvement. The successful candidate will play a crucial role in maintaining operational efficiency and supporting our mission of delivering innovative clinical diagnostic solutions.

RESPONSIBILITIES :

Support and Troubleshooting

Provide tier 1 and tier 2 support for enterprise applications at Biodesix, addressing and resolving technical issues promptly.
Monitor and manage application support IT help tickets, ensuring timely updates and resolutions.
Utilize multiple communication mediums to provide support, including phone, email, video conference, and chat.
Coordinate with subject matter experts across the company to diagnose and resolve user problems.
Manage escalation of complex and high-priority issues, ensuring efficient resolution.
Monitor application performance and proactively identify and resolve potential problems.

Communication and Documentation

Update support tickets, provide status updates, and follow up on resolutions to customers.

Maintain detailed documentation of support activities, issue resolutions, and system configurations.

Assist in the development and implementation of support procedures and best practices.

Collaboration and Training

Collaborate with cross-functional teams to enhance system performance and support new application deployments.

Provide user training for new and existing employees to ensure effective use of enterprise applications.

Work alongside other ITS team members to proactively elevate technology and consistently apply best practices.

Policy and Compliance

Ensure compliance with IT policies and procedures and assist in the development of new policies as needed.

REQUIREMENTS :

Strong technical skills with personal computers, laptops, mobile devices and peripherals.

Strong analytical skills with the ability to define and identify solutions.

Strong organizational skills, attention to detail, and the ability to manage multiple priorities.

Excellent communication and customer service skills, including the ability to assist customers in person and remotely.

Ability to work independently and as part of a team.

A motivated self-starter comfortable in an environment that is innovating and changing rapidly; willing to be flexible in project deliverables.

Familiarity with Saleforce.com platform, preferred.

Familiarity with relational databases and SQL queries, preferred.

Familiarity with issue tracking software (such as Azure DevOps, Spiceworks or Bugzilla), preferred.

Exposure with HIPAA and other regulatory requirements, preferred.

Exposure to lab or medical business environments and any Lab Information Management System (LIMS), preferred.

EDUCATION AND EXPERIENCE :

Associates or bachelor's degree in information systems or IT related subject preferred; H.S. Diploma or GED equivalent with appropriate experience is considered.

1 to 3 years of help desk or technical customer support experience.

COMPENSATION :

We are excited to provide :

Annual salary $59,200 - $67,700

Discretionary Bonus opportunity

Comprehensive health coverage : Medical, Dental, and Vision

Insurance : Short / Long Term Disability and Life Insurance

Financial benefits : 401(k), Flex Spending Account

120 hours of annual vacation

72 hours of paid sick time off

11 paid holidays 3 floating holidays

Employee Assistance Program

Voluntary Benefits

Employee recognition program

Individual base compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related aspects.

Biodesix is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Salary : $59,200 - $67,700

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