Support end users with onsite and remote helpdesk support in a GxP-regulated pharmaceutical environment.

Deliver onsite and remote troubleshooting for end-user hardware, software, peripherals, mobile devices, and connectivity-related issues.
Log, prioritize, and resolve support tickets in an ITSM platform, meeting SLA targets and documenting actions accurately.
Escalate unresolved or higher-complexity issues to the Helpdesk Technician III, infrastructure team, or managed service partners using established procedures.
Perform onboarding and offboarding activities, including account setup, device provisioning, and access changes.
Image, deploy, and maintain workstations and mobile devices through Intune.
Support conference room technology, printers, and manufacturing floor end-user devices.
Maintain precise asset records for equipment assigned, returned, and retired.
Contribute to internal knowledge base articles and user guides.
Follow IT SOPs and GxP documentation practices during all support activities.
Educate users on cybersecurity practices and report suspected security incidents.

2+ years of helpdesk or technical support experience (enterprise environment preferred).
Hands-on support experience with 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.
Networking basics knowledge, including TCP/IP, DNS, DHCP, VPN, and wireless troubleshooting.
Strong customer service skills and the ability to explain technical concepts to non-technical users.
Awareness of phishing, social engineering, and password security practices.
Willingness to learn and operate within GxP and 21 CFR Part 11 requirements.
Ability to lift up to 50 lbs and work onsite at the Fishers, IN campus.

Helpdesk Tech II

Job Description