IT Service Desk Analyst

Job Description

Job Description

LifeLens Technologies, Inc. is a medical device developer located in Ivyland, PA. We are pioneering innovative, next-generation treatment devices for personal health monitoring. 

We are seeking to hire a Service Desk Analyst. In this role, you will provide technical support, including troubleshooting network, hardware and software problems. You are detail-oriented and goal-driven. You have excellent technical and people skills. You are a capable problem solver with superior organizational skills and strong verbal and written communication skills.

Your passion and drive will be rewarded with a competitive salary, benefits, and long-term growth opportunities.

Summary

The Service Desk Analyst will serve as a high-level technical expert and a foundational pillar of the IT support team. In this role, you will be responsible for resolving complex technical escalations, managing ITSM tools, and ensuring our infrastructure meets the highest regulatory standards. This role is instrumental in executing and scaling our day-to-day IT operations as we grow our workforce and product footprint.

Key Responsibilities

• IT Service Management:
  Oversee the IT support lifecycle from request through resolution, applying root-cause analysis to mitigate recurring issues.
• Identity & Access Management : Execute user provisioning and de-provisioning workflows, ensuring timely and secure offboarding and access changes.
• Compliance & Security:
  Maintain alignment with internal security policies and regulatory frameworks (e.g., CMMC, HIPAA, FedRAMP) across day-to-day operations.
• Technical Escalation & Collaboration:
  Serve as an escalation point for complex technical issues, assisting and mentoring tier-1/tier-2 support team members.
• Endpoint & Systems Lifecycle:
  Deploy, maintain, and troubleshoot a hybrid environment consisting of Windows, macOS, Linux, and mobile devices.
• Process Improvement:
  Contribute to documentation and Standard Operating Procedures (SOPs) for troubleshooting, network stability, and security standards.

Required Qualifications

Required:

• Experience: 3+ years of progressive experience in IT support, helpdesk, or systems administration.
• Operating Systems & Infrastructure:
  Strong troubleshooting skills across Windows and macOS environments, with familiarity supporting enterprise networks and varied operating systems.
• Endpoint Management:
  Experience working with MDM solutions (such as Microsoft Intune, Apple Business Manager, or similar tools).
• Communication:
  Ability to communicate technical concepts clearly to both technical peers and non-technical stakeholders.

Preferred (Nice to Have):

• Experience working within regulated or compliant environments (such as HIPAA, FedRAMP, CMMC, SOC 2, or ISO 27001).
• Working knowledge of Linux distributions (e.g., Debian, Ubuntu) and basic command-line management.
• Prior experience supporting laboratory, research, or clinical IT environments.

Required Education and Experience

Bachelor’s degree in ISM/MIS, Computer Science, or equivalent professional certifications (such as Network+, Security+, etc.) preferred

Work Environment

This job operates in a professional office environment and a laboratory environment. The position may require using laboratory equipment, for which appropriate training will be provided. It also routinely uses standard office equipment (computers, etc.)

Physical Demands

• In the office: Able to use office equipment, including computer, keyboard, mouse, and computer monitor.

• Ability to sit or stand at a workstation for extended periods; ability to position equipment under desks or in server racks, and occasionally lift/move IT hardware up to 40–50 lbs.

Expected Hours of Work

In office: some flexibility in hours is allowed, but the employee must be available during ‘core’ business hours of 9:00 am to 5:00 pm and must work at least 40 hours a week to maintain full-time status. This role also requires occasional after-hours and weekend availability. 

Benefits

• Health Insurance
• Dental & Vision Insurance
• Paid Time Off
• 401(k)
• Stock option incentive plan
• FSA & dependent care

The expected base salary range for this position at hiring is $50,000 - 72,000/yr. Please note this salary range reflects the minimum and maximum base pay that LifeLens expects to pay for this position at the time of this posting. Individual base salary for a successful candidate is determined by qualifications, skill level, experience, competencies and other relevant factors.