Senior Helpdesk Technician

Description

IT Systems Administrator Summary

We are seeking a Senior Helpdesk Technician that is experienced, customer-focused, and collaborative; and has strong technical troubleshooting skills, patience, and excellent communication abilities. The Senior Helpdesk Technician will work closely with the IT team to provide advanced technical support, mentor junior staff, and ensure exceptional end-user experience across the organization. This position requires a passion for problem-solving, user support, and maintaining high service standards in a fast-paced pharmaceutical environment.

The Senior Helpdesk Technician will be essential to delivering superior technical support that enables productivity, resolves complex issues efficiently, and maintains user satisfaction.

Essential Job Functions :

• Provide advanced technical support for end-user hardware, software, and network issues.
• Manage and resolve escalated helpdesk tickets and ensure timely follow-up and resolution.
• Mentor and guide junior helpdesk technicians to improve team performance and knowledge.
• Document, track, and resolve support tickets using ITIL best practices, ensuring proper escalation procedures and timely resolution of user issues.
• Serve as liaison with hardware vendors, software providers, and managed service providers for warranty claims, repairs, and technical escalations.
• Support onboarding and offboarding processes including account setup, hardware provisioning, and access management.
• Create and maintain support documentation, user guides, and troubleshooting procedures to improve team efficiency and user self-service capabilities.
• Ensure compliance with IT policies and procedures and contribute to documentation and SOP development.
• Participate in IT projects and initiatives to improve helpdesk operations and user experience.

Special Job Requirements :

Additional Preferences :

Additional info about INCOG BioPharma Services :

At INCOG BioPharma we have built a world-class CDMO for parenteral injectable drugs. Our culture and priorities are different by design : focused on building long-term value for our customers, we are committed to a service-culture mindset, technical excellence, and a collaborative and team-centered approach to doing business.

If you crave the challenge of creating systems from scratch and believe you have insights for a better way of doing business, which benefits customers by ensuring quality outcomes and accelerating their route to market, we want to hear from you. Unless otherwise specified, all positions are based out of our Fishers, IN offices. Please note, we are a smoke-free campus.

INCOG BioPharma is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at INCOG BioPharma are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy), age, physical disability, sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics.

By submitting your resume and details, you are declaring that the information is correct and accurate.