Ardelyx is a publicly traded commercial biopharmaceutical company founded with a mission to discover, develop and commercialize innovative first-in-class medicines that meet significant unmet medical needs. Ardelyx has two commercial products approved in the United States, IBSRELA® (tenapanor) and XPHOZAH® (tenapanor). Ardelyx has agreements for the development and commercialization of tenapanor outside of the U.S. Kyowa Kirin commercializes PHOZEVEL® (tenapanor) for hyperphosphatemia in Japan. A New Drug Application for tenapanor for hyperphosphatemia has been approved in China with Fosun Pharma. Knight Therapeutics commercializes IBSRELA in Canada.

POSITION SUMMARY:

The IT Support Analyst is a critical member of the IT Service Desk team, responsible for providing advanced technical support and ensuring seamless operation of Ardelyx’s IT systems. This role focuses on delivering high-quality service to all employees, including executives, and maintaining efficient IT operations across multiple sites.

QUALIFICATIONS:

• Bachelor’s degree in computer science, Information Technology, or related field with 4+ years of experience in IT support roles, preferably in a biotech or pharmaceutical industry environment, or equivalent experience
• Strong knowledge of IT Service Management tools
• Experience administering cloud-based systems such as Microsoft Entra ID, Okta, and Box
• Proficiency in troubleshooting hardware and software issues across multiple platforms (Windows, macOS, iOS)
• Excellent interpersonal and communication skills, with the ability to effectively communicate technical information to non-technical users
• Proven ability to work independently and as part of a team, with a strong sense of ownership and accountability
• Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining superior customer service
• Familiarity with regulatory environments such as GxP, GMP, and SOX compliance is a plus
• Certifications such as MCSE, MCSA, CCNA, Network+, A+, or equivalent are preferred
  The hourly range for this full-time contract position is $38.00 - $41.00. Ardelyx utilizes industry data to ensure that our compensation is competitive and aligned with our industry peer

• Provide advanced technical support and troubleshooting for desktops, laptops, mobile devices, printers, network connectivity, and software applications
• Act as an escalation point for complex IT issues from the IT Support Analyst team, ensuring prompt resolution within SLAs
• Provide onsite support team for local location (Newark/ Waltham/ Milwaukee)
• Administer and maintain company cloud-based systems, including GxP Systems (Active Directory, OKTA, etc.), O365, Zoom, AirWatch, and other collaboration tools
• Manage and support Zoom Conference room systems and other AV equipment
• Collaborate with IT Infrastructure team on the deployment and maintenance of IT infrastructure systems, both on-premises and cloud-based
• Assist in the creation and maintenance of IT Service Desk knowledge base, documentation, and procedural manuals
• Participate in IT projects related to system upgrades, migrations, and deployments
• Perform hardware and software inventory management and asset tracking
• Assist in onboarding and offboarding processes, including provisioning and deprovisioning of hardware and software accounts
• Collaborate with cross-functional teams and external vendors to ensure IT operational excellence and alignment with business needs
• Provide technical training and guidance to junior IT Support Analysts as needed