IT Support Analyst

Abzena Inc.•Bristol, PA

2d•Onsite

About The Position

The IT Support Analyst is responsible for delivering high-quality technical support to end users by resolving incidents and service requests across a range of IT systems and applications. This role serves as a key member of the IT Service Desk, providing timely, professional, and customer-focused support while ensuring adherence to established IT processes, security standards, and service-level agreements.

Requirements

Strong working knowledge of Windows and macOS environments
Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Familiarity with endpoint management, identity management, and access provisioning
Basic networking and troubleshooting knowledge (VPN, Wi–Fi, printers, peripherals)
Strong customer service and communication skills
Ability to manage multiple priorities in a fast-paced environment
Clear documentation and written communication skills
Strong troubleshooting, analytical, and problem-solving abilities

Nice To Haves

Experience working in an IT Service Desk or enterprise support environment
Familiarity with ITIL concepts and best practices
Experience supporting remote and hybrid users
Exposure to regulated or compliance-driven environments (e.g., biotech, healthcare, GxP)

Responsibilities

Provide Tier 1–2 technical support for hardware, software, and enterprise applications
This role is required to be onsite Monday through Friday during business hours.
Diagnose, troubleshoot, and resolve user-reported issues in a timely manner
Own support tickets end-to-end from intake through resolution and closure
Appropriately escalate complex or high-impact issues while maintaining ownership and communication
Provide onsite IT support for lab and research environments, including shared workstations, instrument PCs, label printers, scanners, and specialized peripherals.
Accurately log, categorize, and update tickets in the IT ticketing system
Adhere to ITIL-aligned incident, request, and change management processes
Meet or exceed established service-level targets and response times
Participate in on-call or after-hours support rotations as required
Create and maintain clear, concise knowledge base articles and troubleshooting guides
Document solutions, workarounds, and standard procedures to improve team efficiency
Identify recurring issues and propose process or tooling improvements
Collaborate with internal IT team members and external support partners as needed
Support IT projects such as system upgrades, tool rollouts, endpoint deployments, and process improvements
Assist with site-level and cross-site IT initiatives
Follow company IT policies, data protection standards, and security best practices
Support compliance requirements by ensuring consistent, auditable support activities
Maintain GxP awareness in day-to-day support activities by documenting work performed, preserving auditability, and escalating potential compliance impacts to IT leadership and Quality as needed.
Immediately report security incidents or suspected risks in accordance with policy