Senior Lab and Endpoint Support Analyst

Role Summary

Senior Lab and Endpoint Support Analyst at Iovance Biotherapeutics. The role ensures seamless, compliant device management and operational support for lab infrastructure, maintaining GxP compliance and enabling efficient endpoint/device operations. The candidate will bridge desktop and lab operations, collaborate with cross-functional teams, and serve as the on-site owner of lab device asset management for lab manufacturing.

Responsibilities

• Provide hands-on support for lab devices, instrumentation, and endpoint systems, ensuring operational readiness and compliance with GxP regulations.
• Serve as on-site presence for lab shifts: support troubleshooting, incident triage, preventive maintenance, and quick resolution of lab device issues.
• Create and upkeep SOPs, documentation, SOP adherence, and maintenance of device validation records for audit readiness.
• Serve as the on-site SME of lab device asset management and all asset management on the lab manufacturing side, ensuring accurate tracking, lifecycle management, and audit readiness.
• Be the escalation point for the Operational issue in the Lab and be able to come in work as need be to support the shift duties if needed
• SME for Lab support team in configuration, deployment, patching, imaging, and lifecycle management of devices (laptops, desktops, lab PCs, specialized lab instruments).
• Manage device integrations: collaborate with engineers to roll out validated device builds, ensure correct configurations, security settings, and endpoint compliance.
• Collaborate with the desk side team to ensure that all devices and systems are up to date with the latest security patches, software updates, firmware, and best practices.
• Partner with Endpoint Engineering and/or Automation teams to identify process improvements and help automate manual desktop/lab support tasks.
• Own and manage Lab Print Services by overseeing configuration, operation, and support of Lab and manufacturing printing systems used across Iovance labs, ensuring accuracy, compliance and minimal downtime.
• Train and mentor junior level support staff on lab device protocols and endpoint management best practices.
• Must adhere to Iovance Biotherapeutics‚Äô core values, policies, procedures, and business ethics
• Perform miscellaneous IT duties as assigned.

Qualifications

• 8+ years of hands-on IT support experience, especially with device endpoints (imaging, patching, builds) and lab device/instrument support.
• Strong understanding of device management tools (MDM, Intune, SCCM, etc.) and experience ensuring endpoint security and configuration compliance.
• Experience working in GxP / GMP / lab environments, understanding of regulatory requirements and validation documentation.
• Knowledge of instrument connectivity, USB drivers, vendor software, lab network security.
• Solid troubleshooting skills‚Äîhardware, software, networking‚Äîas applied to both typical desktops and specialized lab systems.
• MS365 admin understanding and have a good understanding of Network concepts
• Excellent communication skills, both written and verbal; ability to document configurations, incidents, and standard operating procedures.
• Ability to work across shifts / flexible schedule to provide lab coverage.

Skills

• ITIL foundations
• Demonstrated knowledge in both wired and wireless network technologies
• Demonstrating excellent written, verbal and phone communications skills
• Advanced troubleshooting and issue resolution skills.
• Excellent communication, customer service, and interpersonal skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Willing to work overtime and weekends when needed
• Ability to make independent judgment calls to resolve urgent and critical matters
• Can-do attitude, defaulting to ‚Äúyes, we will figure out a way‚Äù
• Automation or scripting experience (PowerShell, Bash, or similar) for device deployment or maintenance tasks.
• Previous experience in biotech / manufacturing / lab operations.

Education

• Not specified in the provided content.

Additional Requirements

• The physical demands and work environment are as described: gowning requirements and cleanroom areas; ability to remain stationary; ability to lift up to 10 pounds; visual acuity; repetitive motion; strong communication; and capability to work in professional office and manufacturing lab settings.