IT Helpdesk Technician

The IT Helpdesk Technician serves as the first point of contact for employees seeking technical assistance within a regulated pharmaceutical manufacturing environment. This entry-level position provides day-to-day support for computers, mobile devices, and networked systems while ensuring all work is performed in accordance with company SOPs, cGMP, and FDA 21 CFR Part 11 requirements.

The Helpdesk Technician assists with troubleshooting, imaging, deploying, and maintaining end-user devices and applications, escalating complex issues to the IT Support Technician or IT Manager as needed. This role is ideal for a motivated individual looking to build a strong technical foundation and advance within the IT department., * Serve as the initial point of contact for all IT incidents, service requests, and inquiries via phone, email, or in-person.

• Log, categorize, and track all support requests using the IT ticketing system, ensuring timely communication and resolution.
• Provide Tier I support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot software, network connectivity, and hardware issues with minimal supervision.
• Reset passwords, unlock accounts, and assist with user access requests under direction from the IT Manager or Support Technician.
• Escalate recurring or complex issues through the appropriate channels while maintaining clear documentation.

System Setup & Maintenance

• Assist with imaging, configuration, and deployment of new workstations and laptops in accordance with IT and validation procedures.
• Maintain physical and digital IT asset inventory, including serial numbers, user assignments, and lifecycle tracking.
• Support deployment and maintenance of hardware such as monitors, printers, phones, and network drops.
• Ensure all end-user devices are compliant with security policies, patches, and antivirus updates.

Documentation & Compliance

• Maintain accurate service records, equipment logs, and troubleshooting notes consistent with GxP documentation practices.
• Follow approved SOPs and IT policies to ensure data integrity and compliance with 21 CFR Part 11 requirements.
• Support preparation for IT-related audits by ensuring helpdesk documentation is complete and traceable.
• Assist with validating IT systems and equipment under supervision, following established IQ/OQ/PQ protocols.

Team Collaboration & Professional Growth

• Collaborate with the IT Support Technician, Systems Analyst, and Information Security Manager to resolve cross-functional IT issues.
• Participate in ongoing training to develop technical and compliance-related skills.
• Contribute to departmental improvement efforts, knowledgebase articles, and standard operating documentation.
• Demonstrate strong customer service and communication skills to foster a positive IT support experience across departments.

• Certification in Information Technology, Computer Science, or related field; or equivalent hands-on experience.
• 1+ years of experience providing technical support or customer service in a professional setting (internship or co-op experience acceptable).
• Familiarity with Windows 10/11, Microsoft 365, and Active Directory environments.
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, VPN).
• Strong problem-solving, documentation, and communication skills.
• Ability to follow established procedures and maintain detailed records in a regulated environment.

Preferred Skills

• Experience in a GxP or cGMP manufacturing setting.
• Familiarity with IT ticketing systems and imaging tools.
• Basic knowledge of endpoint security, patching, or asset management tools.
• Certifications such as CompTIA A+ or ITIL Foundation are a plus.