Helpdesk Technician II: Onsite & Remote IT Support (GxP)

INCOG BioPharma Services; Fishers (IN); Presencial; USD 45 000 - 65 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Customer service

Communication

Troubleshooting

Ferramentas

Windows 10/11

Microsoft 365

Intune

Entra ID

Freshservice

ServiceNow

TCP/IP

DNS/DHCP

VPN

Descrição da oferta de emprego

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.