Desktop Support - Pharma Background

AceStack; Indianapolis (IN); On-site; USD 52,000 - 78,000; Full time

Job summary

AceStack in Indianapolis is seeking a Desktop Support specialist with Pharma/Life Sciences exposure to provide end‑user tech support in a regulated environment. You will handle desktops, laptops, printers, mobile devices, and applications, ensuring compliance with SOPs and security protocols.

The role requires hands‑on troubleshooting, active directory tasks, and ITSM tool usage (ServiceNow). Onsite work with a customer‑facing posture is expected in a fulltime capacity.

Qualifications

• Pharma/Life Sciences experience is required.
• Experience in regulated environments is essential.
• Strong customer service and documentation skills.

Responsibilities

• Provide Level 1/Level 2 desktop and peripheral support.
• Troubleshoot hardware, OS, network, and apps issues.
• Install, configure, upgrade desktop hardware and software.
• Support Windows OS, Office 365, and Active Directory.
• Create and manage incidents using ServiceNow.
• Perform user account management and access control tasks.
• Support VPN, Wi‑Fi, LAN, printers and scanners.
• Provide onsite support with strong customer service.
• Follow SOPs and regulatory documentation standards.
• Collaborate with infrastructure, security, and network teams.
• Assist with deployments and hardware refresh activities.
• Maintain comprehensive documentation of troubleshooting steps.

Skills

Desktop Support

Pharma Experience

End User Support

Windows OS

Office 365

Active Directory

ITSM Tools

ServiceNow

Networking Basics

VPN/WiFi/LAN

Tools

ServiceNow

ITSM

Remote Desktop

Job description

Role - Desktop Support - Pharma Background
Location - Indianapolis, IN
Fulltime

Job Description:

We are looking for a Desktop Support professional with experience in thePharmaceutical/Life Sciences industry to provide technical support for end users, desktop systems, laptops, applications, and IT infrastructure within a regulated environment.

Roles & Responsibilities:

• Provide Level 1/Level 2 technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot hardware, software, operating system, network, and application-related issues.
• Install, configure, upgrade, and maintain desktop hardware and software.
• Support Windows operating systems, Microsoft Office 365, Active Directory, and related enterprise applications.
• Create, manage, and resolve incidents and service requests using ServiceNow or similar ITSM tools.
• Perform user account creation, password resets, access management, and basic Active Directory administration.
• Support VPN, Wi-Fi, LAN connectivity, printers, scanners, and other end-user technologies.
• Provide technical support for users in pharmaceutical/manufacturing/laboratory environments.
• Follow IT policies, SOPs, security procedures, and documentation standards required in regulated environments.
• Assist with software installations, system upgrades, device deployments, and hardware refresh activities.
• Maintain accurate documentation of troubleshooting steps, resolutions, assets, and support activities.
• Work closely with infrastructure, application, security, and network teams to resolve complex technical issues.
• Provide onsite support and maintain a high level of customer service for business and technical users.