IT Support Specialist

Opportunity awaits those up to the challenge of developing transformative therapies across a broad range of debilitating diseases.

Summary:

Roles and Responsibilities:

Key Responsibilities Include:

• Provide 1st level contact and support of customer issues either in person, over the phone or via remote support tools.
• Work with users to determine the nature of issues, document Service Desk request information, walk users through the problem-solving process and document resolution in Service Management solution
• Ongoing management and optimization of basic ITIL Service Operations including Incident Management, Event Management, Request Fulfillment, Problem Management and Access Management
• Partner and collaborate with IT Operations and Enterprise Applications teams to provide the best experience for all Apellis users. May get involved in supporting activities in these areas including but not limited to desktop imaging, application administration/configuration and supplier management (including hosted solutions)
• Provide guidance to remote sales force on best IT practices.
• Conduct on-boarding for new employees and contractors covering Apellis Information Technology policies and procedures
• Assist in the development and maintenance of IT training materials and Knowledge Base articles
• Perform other related duties as assigned

Education, Registration & Certification:

• Technical degree in computer technology or related field

Experience:

• Minimum of 4 years of experience in Technical Service Desk or similar role
• Work experience within ITIL Service Model is a plus
• Prior experience in the Bio-tech industry or supporting a sales force is preferred

Skills, Knowledge & Abilities:

• Possesses excellent interpersonal skills and can work effectively with a diversity of personalities. Must be approachable, show respect for others, and effectively communicate with colleagues in a way that projects a desire to help and a commitment to improving the end-user experience
• A strong technical background in desktop (Mac/Windows) and cloud application support
• Telephone and mobile technical experience
• Excellent attention to detail and the ability to organize and execute on a variety of concurrent activities across multiple disparate areas
• A creative thinker with high energy and enthusiasm, and a team player
• Highly organized, results driven, problem solver
• Superior written and oral communication skills and the ability to work with different levels of management
• Highly motivated with the ability to be flexible in a fast-paced environment

Travel Requirements:

Education:

Pay Information:

Work Arrangement:

Benefits and Perks:

Apellis offers a comprehensive benefits package, including a 401(k) plan with company match, inclusive family building benefits, flexible time off, summer and winter shutdowns, paid family leave, disability and life insurance, and more! Visit https://apellis.com/careers/benefits/ to learn more.

Company Background:

Apellis Pharmaceuticals, Inc. is a global biopharmaceutical company leading the way in complement science to develop life-changing therapies for some of the most challenging diseases patients face. We ushered in the first new class of complement medicine in 15 years and now have two C3-targeting medicines approved to treat four serious diseases. Breakthroughs for patients include the first-ever therapy for geographic atrophy, a leading cause of blindness, and the first treatment for patients 12 and older with C3G or primary IC-MPGN, two severe, rare kidney diseases. We believe we have only begun to unlock the potential of targeting C3 across many serious diseases.

For more information, please visit http://apellis.comor follow us on LinkedIn andX.

EEO Statement:

Apellis is an equal opportunity employer and complies with all applicable federal, state and local fair employment practices laws. Apellis strictly prohibits and does not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy), gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, marital status, AIDS/HIV status, smoker/nonsmoker, and occupational pneumoconiosis or any other characteristic protected under applicable federal, state or local law.
For San Francisco postings: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.