IT Technical Support Analyst III (2nd Shift)

Rentschler Biopharma, Inc.; Milford (MA); On-site; USD 85,000 - 105,000; Full time

Job summary

Rentschler Biopharma, Inc in Milford, MA is seeking a Second Shift IT Technical Support Analyst to deliver reliable IT support during evening operations. You will install, maintain, troubleshoot, and improve end-user technology, including computers, phones, printers, scanners, and AV systems in office, lab, and manufacturing areas.

The role requires working independently, collaborating with IT teammates and site departments, and ensuring GMP compliance and system security for business

Qualifications

• 5+ years of relevant technical support experience.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Experience with validated or GMP-regulated environments preferred.
• Technical certifications are a plus.

Responsibilities

• Provide second-shift IT end-user support for hardware, software, AV, and mobile devices.
• Assist IT project teams and adhere to project management methodologies.
• Offer guidance to staff during second-shift coverage and incidents.
• Identify trends, root causes, and suggest solutions to improve services.
• Maintain inventory and lifecycle records of IT hardware and software.
• Coordinate with vendors for ongoing support and maintenance of IT assets.
• Follow ITSM documentation for incidents, requests, changes, and asset management in Jira.
• Research and contribute knowledge articles for site-specific IT support.
• Resolve incidents and requests promptly to minimize business disruption after hours.
• Move across office, lab, and manufacturing areas to provide onsite support while following GMP.

Skills

IT support

Troubleshooting

Customer service

Communication

GMP/validated systems knowledge

Education

Bachelor's degree in computer-related field

Tools

Jira

Job description

Advancing medicine to save lives. Together.

Thanks to many decades of experience and our passion for what we do, we make an essential contribution to the global availability of biopharmaceuticals, especially for patients with rare and serious diseases.

Rentschler Biopharma SE is a leading contract development and manufacturing organization (CDMO) focused exclusively on client projects. We offer customized full-service solutions for bioprocess development and the production of complex biopharmaceuticals. As a German family-owned company with an international footprint and global reach, we combine experts, expertise and years of experience to develop best-in‑class solutions – together with our clients.

Rentschler Biopharma has approximately 1,400 employees and is headquartered in Laupheim, Germany, with a site in Milford, MA, USA. In 2024, we joined the United Nations Global Compact, underlining our commitment to sustainability.

As an independent family-owned company, we live by the motto: Many hands, many minds - ONE TEAM! Open, respectful cooperation characterizes our working environment, where quality awareness, diligence and responsibility are our top priorities. With all the diversity of our talents in the Rentschler team, we pursue one vision together: advancing medicine to save lives.

We are looking for a Second Shift IT Technical Support Analyst to provide reliable IT support during evening operations. This role is responsible for installing, maintaining, upgrading, troubleshooting, and improving end‑user technology, including computers, phones, printers, scanners, audio‑visual systems, and business applications. The position requires the ability to work independently, collaborate effectively with IT team members and site departments, and help ensure that IT systems remain secure, available, and effective for business operations. This role also supports compliance with site policies and Good Manufacturing Practice (GMP) requirements.

Duties And Responsibilities

• Provide support for the technical area of expertise during second‑shift operations, including end‑user hardware, software, mobile devices, phones, printers, scanners, Microsoft Teams, and hardware used across the site, including in office, lab, and manufacturing areas
• Participate in IT and site project teams as needed, including adherence to IT project management methodologies
• Provide technical guidance to other staff members and users as appropriate during second‑shift coverage
• Identify technical support trends, determine root causes, and recommend potential solutions
• Maintain accurate and thorough inventory of IT hardware and software systems and assist with asset lifecycle activities
• Engage vendors in ongoing support and maintenance of IT hardware and software
• Adhere to all IT Service Management documentation requirements in the ITSM tool, Jira, and similar systems of record, including Incident, Request, Change, and Inventory and Asset Management activities
• Actively research and contribute knowledge articles for site‑specific and enterprise IT support
• Monitor, troubleshoot, resolve, and elevate incidents and service requests promptly to minimize disruption to business operations during evening hours
• Move between office, laboratory, and manufacturing support areas as needed to provide onsite assistance while following site policies and GMP requirements

Qualifications

• Bachelor’s degree in computer‑related field preferred, or equivalent combination of education and experience
• 5+ years of relevant technical support experience; second‑shift or service desk experience preferred
• Strong knowledge of hardware, software, audio‑visual, mobile, and workplace computerized systems and related technology platforms in use office, lab, and manufacturing environments
• Strong troubleshooting, communication, and customer service skills
• Good understanding of validated systems, quality systems, or GMP‑regulated support environments preferred
• Technical certifications are a plus

Working Conditions

• Normal office working conditions: computer, phone, files, copier

Physical Requirements

• PPE as required

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Base Pay Range

$85,000 - $105,000

Disclosure Statement

Rentschler Biopharma, Inc is committed to fair and equitable compensation practices. The base pay range listed for this position is the anticipated annual base salary range the organization reasonably, and in good faith, expects to pay for this position at this time. Actual compensation is determined based on several factors that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other application factors permissible by law. The annual base salary is just one component of our Total Rewards package, which also includes our annual discretionary bonus program, medical insurance, our generous 401K program, plus a host of other benefits to aligned to support our employees’ personal and professional wellness. The salary pay range is subject to change and may be modified at any time.