Service Desk Engineer II

Careers with real impact.

Every role at Orsini moves a patient closer to life-changing therapy. We partner with biopharma innovators, healthcare providers, and payers to make access simple, compassionate, and reliable - so no patient is left behind. Make your next role matter.

ABOUT ORSINI

Providing compassionate care since 1987, Orsini is a leader in rare disease and gene therapy pharmacy solutions, built to simplify how patients connect to advanced medicines. Through our comprehensive commercialization solutions including a nationwide specialty pharmacy, patient services hub, home infusion and nursing network, and third-party logistics provider, we work with biopharma, providers, and payors to ensure No Patient is Left Behind™

OUR MISSION

Orsini is on a mission to be the essential partner for biopharma innovators, healthcare providers, and payers to support patients and their families in accessing revolutionary treatments for rare diseases. Through our integrated portfolio of services, we seek to pioneer comprehensive solutions that simplify how patients connect to advanced therapies while providing holistic, compassionate care so that No Patient is Left Behind™.  

CORE VALUES

At the heart of our company culture, the Orsini LIVE IT Core Values serve as guiding principles that shape how we interact with each other and those we serve. These values are the driving force behind our commitment to excellence, collaboration, and genuine care in every aspect of our work.

COMPENSATION & LOCATION

The salary range for this role is $65,000-$75,000.

This on-site position is based out of our Elk Grove Village, Illinois. Travel to other locations may occur, although minimal.

POSITION SUMMARY

Provide hands-on IT Infrastructure engineering and Tier 2 help desk Escalation support to ensure overall stability, security, integrity, efficiency, and HIPAA/HITECH compliance of the company’s on- premises and cloud environments. The infrastructure includes data center (server, storage, and virtualization), call center, local and wide-area network, desktop, mobile, telephony, cloud and security components, as well as infrastructure that supports critical systems used by software developers. Collaborates with the Senior Manager of Infrastructure to evaluate, acquire, implement, and manage infrastructure technologies (including hardware and software components) that fit within the Enterprise Architecture Framework. Exceptional analytical and problem-solving skills are required to help identify, communicate, and resolve highly complex issues.

Essential Duties

• Provide hands-on IT Infrastructure engineering and Tier 2 help desk support to ensure overall stability, security, integrity, efficiency, and HIPAA/HITECH compliance of the company’s on- premises and cloud environments.
• Acts as primary Escalation point for Help Desk contact for all types of infrastructure related issues and requests.
• Working with the senior manager of Infrastructure and IT partners, provision, implement, and manage infrastructure and end-user computing technologies that meet strategic initiatives from solutions that include commercial off-the-shelf (COTS) products, Software as a Service (SaaS),
• Infrastructure-as-a-Service (IaaS), Platform as a Service (PaaS) and in-house hosted solutions.
• In collaboration with the Senior Manager of Infrastructure, develop and train on infrastructure policies, procedures, technical schematics, and process flow diagrams.
• Monitor infrastructure operations, including an alert system that reports on the health, performance, and capacity of infrastructure technologies and components.
• Monitor all infrastructure hosting and operations, including on premise and public cloud infrastructure associated to SaaS and IaaS.
• Utilize IT Service Desk including help desk ticketing, change and asset management and ensure end users receive support within agreed upon SLAs.
• Assist the Senior Manager of Infrastructure in the development of business cases for the implementation of new IT solutions.
• Processes and applies a broad knowledge of principles, practices and procedures related to IT operational support focused on cloud computing, virtualization, server management, storage network and security, telephony, mobile data management and applications in an enterprise environment.
• Administers and maintains end user accounts, permissions, and role-based access rights while adhering to principles of least privilege.
• In collaboration with the Senior Manager of Infrastructure, supports server and security audits in conjunction with HIPAA/HITECH compliance.
• Recommends, schedules, and performs network improvements, upgrades, and repairs.
• Meets routinely with team members and management to ensure proper information flow, including incident management reporting and project task updates.
• Create and maintain all relevant process and knowledge-based documentation related to service desk activities

Disclaimer: The information written in this job description indicates the general nature and level of work to be performed. This job description is not designed to contain or be interpreted as totally comprehensive of every job duty, responsibility, or qualification required by an employee assigned to this job. While employed in this position, an employee may be required to perform other assignments not listed in this job description.  

KNOWLEDGE, SKILLS, AND TRAINING

• Bachelor’s degree in information technology, computer science, management information
• Systems, related field or equivalent experience. MCSE, ITIL and Cisco certifications preferred.
• Prior experience in the healthcare, pharmacy, or pharmaceutical industries, preferred
• Strong knowledge across the technology stack, including knowledge of, and experience with, network security, including use and management of cloud infrastructure
• Exceptional analytical and problem-solving skills including the ability to handle complicated issues independently
• 4+ years’ experience in administration of IT infrastructure that supports mission critical, high availability systems with a national presence.
• Ability to clearly and concisely communicate ideas, proposals and recommendations
• Ability to multitask and prioritize critical projects in a fast-paced environment driven by multiple deadlines
• Incident and asset management service applications
• General knowledge of physical and virtual servers including Active Directory, Azure AD, DHCP, DNS, email, file and print servers
• General understanding of network hardware including switches, routers, firewalls, web filters
• Mobile devices including IOS/Android phones and tablets
• Highly self-motivated and directed, with the ability to juggle multiple activities with different priorities.
• Strong interpersonal and communication skills, including excellent customer support skills
• Positive attitude, with experience working in a team-oriented, collaborative environment with a variety of stakeholders.
• Exceptional interpersonal, communication and customer service skills
• Requires infrequent after business hours maintenance and support.

• Medical Coverage, Dental, and Vision Coverage
• 401(k) with employer match
• Accident and Critical Illness coverage
• Company-paid life insurance options
• Generous PTO, paid holidays, and floating holidays
• Tuition reimbursement program.

Equal Employment Opportunity

Orsini Rare Disease Pharmacy Solutions is committed to the principle of Equal Employment Opportunity for all employees and applicants. It is our policy to ensure that both current and prospective employees are afforded equal employment opportunity without consideration of race, religious creed, color, national origin, nationality, ancestry, age, sex, marital status, sexual orientation, or present or past disability (unless the nature and extent of the disability precludes performance of the essential functions of the job with or without a reasonable accommodation) in accordance with local, state and federal laws.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.