Helpdesk Tech II

INCOG BioPharma Services is hiring a Helpdesk Technician II to provide hands-on onsite and remote support for end users. The role focuses on troubleshooting hardware, software, and access issues while adhering to established IT SOPs and GxP documentation expectations.

Onsite and Remote Support

• Provide onsite and remote support for end-user hardware, software, peripherals, mobile devices, and connectivity problems.
• Support conference room technology, printers, and manufacturing floor end-user devices.

Ticketing, Resolution, and Documentation

• Log, prioritize, and resolve tickets in the ITSM platform while meeting SLA targets.
• Document work accurately throughout the support lifecycle.
• Escalate issues to the Helpdesk Technician III, infrastructure team, or managed service partners using defined procedures.

Onboarding, Offboarding, and Device Management

• Perform onboarding and offboarding activities, including account setup, device provisioning, and access changes.
• Image, deploy, and maintain workstations and mobile devices using Intune.

Assets and Knowledge Sharing

• Maintain accurate asset records for assigned, returned, and retired equipment.
• Contribute to knowledge base articles and user guides to support consistent end-user assistance.

Compliance, Cybersecurity, and User Guidance

• Follow IT SOPs and GxP documentation practices in all support activities.
• Educate users on cybersecurity practices and report suspected security incidents.

Required Qualifications

• 2+ years of helpdesk or technical support experience, preferably in an enterprise environment.
• Experience supporting Windows 10/11 and Microsoft 365 applications.
• Familiarity with Entra ID user and group administration and Intune device management.
• Experience using a ticketing system such as Freshservice, ServiceNow, or similar platforms.
• Networking fundamentals including TCP/IP, DNS, DHCP, VPN, and wireless troubleshooting.
• Strong customer service skills and the ability to explain technical information to non-technical users.
• Awareness of phishing, social engineering, and password security practices.
• Willingness to learn and work within GxP and 21 CFR Part 11 requirements.
• Ability to lift up to 50 lbs and work onsite at the Fishers campus.

Shifts

• 1st shift: 6:00am - 2:30pm
• 2nd shift: 2:00pm - 10:30pm

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft 365 certifications.
• ITIL Foundation certification.
• Experience in pharmaceutical, biotech, or other regulated industries.

Technology Focus

• ITSM, Intune, Entra ID, Windows 10, Windows 11, Microsoft 365
• Freshservice, ServiceNow, TCP/IP, DNS, DHCP, VPN