Helpdesk Tech II

INCOG BioPharma Services; Fishers (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

INCOG BioPharma Services in Fishers, IN is seeking a Helpdesk Technician II who delivers hands-on end-user support in a GxP-regulated environment. This role involves resolving hardware, software, and access issues while following established procedures.

You will work with the Helpdesk Technician III and infrastructure team to ensure timely, compliant IT support, assist with onboarding, device provisioning, Intune management, and cybersecurity education.

Qualifications

• 2+ years of helpdesk or technical support experience.
• Experience with Windows 10/11 and Microsoft 365.
• Familiarity with Entra ID and Intune device management.
• Experience with ticketing systems (Freshservice or ServiceNow).
• Knowledge of TCP/IP, DNS, DHCP, VPN, and wireless basics.
• Strong customer service skills and ability to explain technical concepts.
• Awareness of phishing and password security best practices.
• Willingness to work in a GxP environment and 21 CFR Part 11.
• Ability to lift up to 50 lbs and perform onsite work in Fishers campus.

Responsibilities

• Provide onsite and remote end-user support for hardware, software, and connectivity.
• Log, prioritize, and resolve tickets in the ITSM platform.
• Escalate issues to appropriate teams per procedures.
• Perform onboarding and offboarding, including account setup.
• Image, deploy, and maintain workstations and mobile devices with Intune.
• Support conference room tech, printers, and manufacturing floor devices.
• Maintain asset records for equipment lifecycle.
• Contribute to knowledge base articles and user guides.
• Follow IT SOPs and GxP documentation.
• Educate users on cybersecurity and report security incidents.

Skills

Customer service

Communication

Troubleshooting

Tools

Windows 10/11

Microsoft 365

Intune

Entra ID

Freshservice

ServiceNow

TCP/IP

DNS/DHCP

VPN

Job description

Helpdesk Technician II Summary

We are seeking a Helpdesk Technician II who is customer-focused, collaborative, and technically strong. This role provides hands‑on support for end users across the organization, resolves hardware, software, and access issues, and follows established procedures in a GxP‑regulated pharmaceutical environment. The Helpdesk Technician II works closely with the Helpdesk Technician III and the infrastructure team to deliver reliable, timely support.

This is a 1st shift position.

Essential Job Functions:

1. Provide onsite and remote support for end‑user hardware, software, peripherals, mobile devices, and connectivity issues.
2. Log, prioritize, and resolve tickets within the ITSM platform, meeting SLA targets and documenting work accurately.
3. Escalate issues to the Helpdesk Technician III, infrastructure team, or managed service partners following defined procedures.
4. Execute onboarding and offboarding tasks, including account setup, device provisioning, and access changes.
5. Image, deploy, and maintain workstations and mobile devices through Intune.
6. Support conference room technology, printers, and manufacturing floor end‑user devices.
7. Maintain accurate asset records for assigned, returned, and retired equipment.
8. Contribute to knowledge base articles and user guides.
9. Follow IT SOPs and GxP documentation practices in all support activities.
10. Educate users on cybersecurity practices and report suspected security incidents.

Special Job Requirements:

1. 2+ years of helpdesk or technical support experience, preferably in an enterprise environment.
2. Experience supporting Windows 10/11 and Microsoft 365 applications.
3. Familiarity with Entra ID user and group administration and Intune device management.
4. Experience with a ticketing system (Freshservice, ServiceNow, or similar).
5. Knowledge of networking basics, including TCP/IP, DNS, DHCP, VPN, and wireless troubleshooting.
6. Strong customer service skills and the ability to explain technical concepts to non‑technical users.
7. Awareness of phishing, social engineering, and password security practices.
8. Willingness to learn and work within GxP and 21 CFR Part 11 requirements.
9. Ability to lift up to 50 lbs and work onsite at the Fishers campus.

Additional Preferences:

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

Additional info about INCOG BioPharma Services:

At INCOG BioPharma we have built a world‑class CDMO for parenteral injectable drugs. Our culture and priorities are different by design: focused on building long‑term value for our customers, we are committed to a service‑culture mindset, technical excellence, and a collaborative and team‑centered approach to doing business.

If you crave the challenge of creating systems from scratch and believe you have insights for a better way of doing business, which benefits customers by ensuring quality outcomes and accelerating their route to market, we want to hear from you. Unless otherwise specified, all positions are based out of our Fishers, IN offices. Please note, we are a smoke‑free campus.

INCOG BioPharma is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at INCOG BioPharma are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy), age, physical disability, sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics.

By submitting your resume and details, you are declaring that the information is correct and accurate.