Helpdesk Tech II
INCOG BioPharma Services
Summary
We are seeking a Helpdesk Technician II who is customer-focused, collaborative, and technically strong. This role provides hands-on support for end users across the organization, resolves hardware, software, and access issues, and follows established procedures in a GxP-regulated pharmaceutical environment. The Helpdesk Technician II works closely with the Helpdesk Technician III and the infrastructure team to deliver reliable, timely support.
Job description
Helpdesk Technician II Summary
We are seeking a Helpdesk Technician II who is customer-focused, collaborative, and technically strong. This role provides hands-on support for end users across the organization, resolves hardware, software, and access issues, and follows established procedures in a GxP-regulated pharmaceutical environment. The Helpdesk Technician II works closely with the Helpdesk Technician III and the infrastructure team to deliver reliable, timely support.
We are hiring for each shift:
- 1st: 6:00am - 2:30pm
- 2nd: 2:00pm - 10:30pm
Essential Job Functions
- 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 following 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.
Special Job Requirements
- 2+ years of helpdesk or technical support experience, preferably in an enterprise environment.
- 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 (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.
Additional Preferences
- CompTIA A+, Network+, or Microsoft 365 certifications.
- ITIL Foundation certification.
- Experience in pharmaceutical, biotech, or other regulated industries.
Requirements
- 2+ years of helpdesk or technical support experience, preferably in an enterprise environment
- 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 (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
Company overview
INCOG BioPharma Services is a US-based contract development and manufacturing organization (CDMO) specializing in sterile injectable drug products. Founded in June 2020 by industry veteran Cory Lewis, the company operates from a state-of-the-art facility in Fishers, Indiana, that is FDA-approved and Annex 1-compliant. INCOG provides comprehensive end-to-end solutions for clinical through commercial phase sterile injectables, including formulation development, analytical method development, process scale-up, and fill/finish services for vials, syringes, and cartridges. The company's service portfolio extends to auto-injector device assembly, final packaging solutions, and in-house analytics. With a current capacity of 140 million units annually and ongoing expansion efforts, INCOG focuses on creating accelerated paths to market for life-saving drugs while maintaining a customer-centric approach. The company has been recognized as one of Indiana's Best Places to Work for four consecutive years (2022-2025), reflecting its values-based culture and commitment to employee development.