Onsite IT Helpdesk Technician II — End-User Support

INCOG BioPharma Services; Fishers (IN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Smoke-free campus

Equal Opportunity Employer

Job summary

INCOG BioPharma Services in Fishers, IN seeks a Helpdesk Technician II to provide hands-on support for end users, resolve hardware/software issues, and manage access and devices. You will work with the Helpdesk III and infrastructure team, handling onboarding, asset management, and knowledge base updates in a GxP environment.

The role requires customer-focused service, strong ITSM ticketing skills, and familiarity with Entra ID, Intune, and Microsoft 365.

Qualifications

• 2+ years of helpdesk or technical support experience.
• Experience with Windows 10/11 and Microsoft 365 applications.
• Familiarity with Entra ID and Intune device management.
• Experience with a ticketing system (Freshservice, ServiceNow, or similar).
• Networking basics: TCP/IP, DNS, DHCP, VPN, wireless.
• Strong customer service and ability to explain tech to non‑tech users.
• Willingness to learn within GxP and 21 CFR Part 11 requirements.

Responsibilities

• Provide onsite and remote end-user support for hardware, software, peripherals, and connectivity.
• Log, prioritize, and resolve tickets in the ITSM platform, meeting SLA targets.
• Escalate issues to specialized teams or MSPs per procedures.
• Perform onboarding/offboarding tasks and manage accounts and devices.
• Image and maintain workstations and mobile devices via Intune.
• Support conference rooms, printers, and manufacturing floor devices.
• Maintain asset records and contribute to knowledge base articles.
• Follow IT SOPs and GxP documentation; educate users on cybersecurity.

Skills

Helpdesk experience

Windows 10/11

Microsoft 365

Intune

Entra ID

Ticketing systems

Networking basics

Customer service

Security awareness

Tools

Intune

Freshservice/ServiceNow

Job description

INCOG BioPharma Services in Fishers, IN seeks a Helpdesk Technician II to provide hands-on support for end users, resolve hardware/software issues, and manage access and devices. You will work with the Helpdesk III and infrastructure team, handling onboarding, asset management, and knowledge base updates in a GxP environment.

The role requires customer-focused service, strong ITSM ticketing skills, and familiarity with Entra ID, Intune, and Microsoft 365.