Helpdesk Tech II

INCOG BioPharma Services•Fishers, IN

2d•Onsite

About The Position

INCOG BioPharma Services is seeking a customer-focused, collaborative, and technically strong Helpdesk Technician II to provide hands-on support for end users across the organization. The role resolves hardware, software, and access issues and follows established procedures in a GxP-regulated pharmaceutical environment. The technician works closely with the Helpdesk Technician III and infrastructure team to deliver reliable, timely support. This is a first-shift, onsite position at the Fishers campus.

Requirements

At least 2 years of helpdesk or technical support experience.
Experience supporting Windows 10/11 and Microsoft 365 applications.
Familiarity with Entra ID user and group administration and Intune device management.
Experience with a ticketing system such as Freshservice, ServiceNow, or similar.
Knowledge of networking basics, including TCP/IP, DNS, DHCP, VPN, and wireless troubleshooting.
Strong customer service skills and the ability to explain technical concepts to non-technical users.
Awareness of phishing, social engineering, and password security practices.
Willingness to learn and work within GxP and 21 CFR Part 11 requirements.
Ability to lift up to 50 lbs and work onsite at the Fishers campus.

Nice To Haves

CompTIA A+, Network+, or Microsoft 365 certifications.
ITIL Foundation certification.
Experience in pharmaceutical, biotech, or other regulated industries.
Enterprise environment support experience.

Responsibilities

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