Senior Lab and Endpoint Support Analyst

Role Summary

Senior Lab and Endpoint Support Analyst at Iovance Biotherapeutics. Responsible for seamless, compliant device management and operational support for lab infrastructure, ensuring GxP compliance and efficient endpoint/device operations. Serves as on-site owner of lab device asset management and bridges desktop and lab operations under guidance of the endpoint engineer.

Responsibilities

• Provide hands-on support for lab devices, instrumentation, and endpoint systems, ensuring operational readiness and GxP compliance.
• Be on-site for lab shifts: troubleshoot incidents, perform preventive maintenance, and resolve lab device issues quickly.
• Create and maintain SOPs and device validation records for audit readiness; ensure SOP adherence.
• Serve as on-site SME for lab device asset management and all asset management on the lab manufacturing side, ensuring accurate tracking and lifecycle management.
• Act as escalation point for laboratory operational issues and support shift duties as needed.
• Be SME for Lab support team in configuration, deployment, patching, imaging, and lifecycle management of devices.
• Manage device integrations: roll out validated device builds, ensure configurations, security settings, and endpoint compliance.
• Collaborate with desk-side team to keep devices and systems up to date with security patches and software updates.
• Partner with Endpoint Engineering/Automation teams to identify improvements and help automate desktop/lab tasks.
• Own and manage Lab Print Services across Iovance labs to ensure accuracy, compliance, and minimal downtime.
• Train and mentor junior staff on lab device protocols and endpoint management best practices.
• Adhere to company values, policies, procedures, and business ethics; perform miscellaneous IT duties as assigned.

Qualifications

• Required: 8+ years of hands-on IT support, with device endpoints (imaging, patching, builds) and lab device/instrument support.
• Required: Strong understanding of device management tools (MDM, Intune, SCCM, etc.) and endpoint security/configuration compliance.
• Required: Experience in GxP/GMP/lab environments with regulatory requirements and validation documentation.
• Required: Knowledge of instrument connectivity, USB drivers, vendor software, and lab network security.
• Required: Solid troubleshooting skills (hardware, software, networking) for desktops and lab systems.
• Required: MS 365 administration; good understanding of networking concepts.
• Required: Excellent written and verbal communication; ability to document configurations, incidents, and SOPs.
• Required: Ability to work across shifts/flexible schedule for lab coverage.

Preferred

• ITIL foundations
• Knowledge of wired and wireless networks
• Strong written, verbal, and phone communication
• Advanced troubleshooting and issue resolution skills
• Excellent customer service and interpersonal skills
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Willingness to work overtime and weekends when needed
• Judgment to resolve urgent matters; can-do attitude
• Automation or scripting experience (PowerShell, Bash) for deployment/maintenance
• Experience in biotech/manufacturing/lab operations

Education

Additional Requirements

• Physical Demands: Must pass gowning requirements for cleanroom areas; ability to remain stationary for extended periods; ability to lift moderate weight; visual acuity; repetitive motion; ability to communicate effectively.
• Mental: Clear and conceptual thinking, judgment, troubleshooting, problem-solving, and ability to handle multiple priorities and deadlines.
• Work Environment: Office and manufacturing lab setting with potential exposure to latex, chemicals, and equipment hazards.