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# Helpdesk Tech II

- **Company:** INCOG BioPharma Services
- **Location:** Fishers, IN, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Microsoft Windows, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Anti-Phishing, TCP/IP, Office365, Peripherals, Microsoft InTune, GXP, Servicenow
- **Published:** November 7, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4b6662ae78183f14

## About the Role

* 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.

## Description

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.

This is a 1st shift position.

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.