Technical Support Analyst

Adare Pharma Solutions•Vandalia, OH

21h•Onsite

About The Position

The Technical Support Analyst provides on-site and remote technical support for end-user computing, local infrastructure, collaboration tools, and business systems at the Vandalia site. This role serves as the primary local IT contact, resolves incidents and service requests, supports hardware and software lifecycle activities, and partners with infrastructure, security, network, and application teams to maintain reliable, compliant technology services in a regulated manufacturing environment.

Requirements

Bachelor’s degree in information technology or a related field preferred; equivalent combination of education, relevant work experience will be considered.
2 + years of relevant experience in IT support
Experience in a regulated pharmaceutical manufacturing or laboratory environment is preferred
Strong troubleshooting skills for Windows client operating systems
Experience supporting Microsoft 365, cloud-based business applications
Understanding of TCP/IP networking concepts, basic client connectivity troubleshooting, cybersecurity fundamentals, and endpoint security best practices.
Strong customer service orientation with the ability to communicate technical concepts to non-technical users and work effectively with internal and external stakeholders.
Experience with ITSM platforms such as ServiceNow or Ivanti and familiarity with ITIL-based service delivery concepts is preferred

Responsibilities

Log, prioritize, troubleshoot, and resolve incidents and service requests in the ticketing system, maintaining timely communication and alignment with service-level expectations.
Install, configure, image, maintain, and support desktops, laptops, mobile devices, printers, copiers, conference room systems, phone systems, peripherals, and local software applications.
Support Microsoft 365 services, collaboration tools, endpoint management platforms, identity and access processes, MFA, password management, and basic Active Directory administration.
Monitor and troubleshoot basic client connectivity and local technology issues, escalating network, infrastructure, cybersecurity, or application issues to appropriate teams when needed.
Support manufacturing, laboratory, quality, and other site systems operating in a regulated environment, including documentation, validation, qualification, and audit-support activities as required.
Maintain accurate IT asset records, participate in equipment refreshes, lifecycle management, decommissioning, and local implementation activities for upgrades, migrations, and deployments.
Follow IT policies, cybersecurity requirements, change-management procedures, data protection standards, and GxP/data-integrity expectations.
Create and maintain support documentation, knowledge base articles, procedures, and records required for operational support, compliance, audits, and inspections.
Identify recurring issues, recommend corrective actions, and contribute to process improvements that enhance service quality, reliability, and end-user experience.
Provide new-hire orientation on IT services, tools, and procedures, and represent the company professionally in all user and stakeholder interactions.
Provide after-hours or on-call support as needed to minimize downtime for continuous manufacturing operations.
Reliable site technology support and positive end-user experience.
Timely incident and service request resolution within established expectations.
Accurate asset, access, and support documentation.
Compliance with IT, cybersecurity, quality, and regulatory requirements.
Effective coordination with enterprise IT teams and business stakeholders.