Datavant is a data platform company and the world's leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.
Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world's leading life sciences companies, government agencies, and those who deliver and pay for care.
By joining Datavant today, you're stepping onto a high-performing, values-driven team. Together, we're rising to the challenge of tackling some of healthcare's most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.
Main Duties And Responsibilities Include
* Serve as the senior onsite technician and primary escalation point, providing advanced guidance, mentorship, and technical leadership to IT support team members.
* Promote high-quality customer service and maintain strong technical standards, setting the example for operational excellence across onsite support.
* Coordinate installation, configuration, and maintenance of desktops, laptops, peripherals, and network connected devices, ensuring scalable and repeatable processes.
* Develop, document, and maintain standard operating procedures (SOPs) for deployment, maintenance, and operational workflows; drive continuous improvement and system-wide refinements.
* Monitor IT systems for performance and availability, proactively identifying trends, risks, and opportunities to implement long-term fixes and stability improvements.
* Maintain clean, organized, and safe IT workspaces, including server rooms and storage areas.
* Provide hands-on support for complex hardware, software and network issues across Windows and macOS environments, acting as the technical authority for escalations.
* Respond to system, network, and application outages by leading onsite triage, coordinating cross-team resolutions, and reducing time-to-recovery.
* Collaborate with IT, Security, Engineering, and other cross-functional teams to troubleshoot escalated issues and drive root-cause remediation across systems.
* Document incidents, requests, and updates within the ITSM platform, ensuring data integrity and contributing to problem management insights.
* Manage IT asset inventory and lifecycle processes end-to-end, including tooling improvements, workflow design, and optimization for scalability.
* Coordinate with vendors and service providers for repairs, procurement, and onsite service delivery, including managing escalations and supporting contract discussions with IT Operations.
* Lead execution of large-scale onsite technical initiatives (e.g., hardware refreshes, office migrations, tooling rollouts), owning planning, scoping, execution, and delivery.
* Align onsite support activities with broader IT Operations strategy and organizational goals, partnering across teams to drive system-wide improvements and operational excellence.
Qualifications
* 6+ years of experience in IT support, field services, or onsite technical operations, with demonstrated ownership of systems, workflows, or major initiatives.
* Preferred qualifications: ITIL v3/v4. CompTIA A+, Microsoft MCP.
* Strong troubleshooting skills for desktop hardware, Windows/macOS operating systems, and Microsoft 365 applications.
* Experience with ITSM tools such as Jira and/or ServiceNow, including ability to contribute to workflow optimization or improvements.
* Basic scripting capability (e.g., PowerShell) to automate routine tasks and improve operational efficiency.
* Knowledge of networking fundamentals and endpoint management best practices.
* Ability to diagnose and resolve complex technical issues independently and collaboratively.
* Excellent communication and interpersonal skills with the ability to support users at all levels and partner effectively with cross-functional teams.
* Strong organizational skills, attention to detail, and ability to manage multiple priorities while driving projects to completion.
* Effective problem-solving and analytical thinking skills, with the ability to develop long-term solutions and improve system reliability.
* Ability to perform well under pressure and adapt to shifting priorities in a rapidly evolving environment.
* Demonstrated leadership qualities, including mentoring junior team members, influencing team direction, and driving execution as a technical lead.
We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive.
We are proud to be an Equal Employment Opportunity employer. Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, by selecting the 'Interview Accommodation Request' category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case-by-case basis.
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