Technical Support Analyst

Technical Support Analyst

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.

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.

Experience, Education and Skills Required

• 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

Physical Demands and Work Environment

• This is primarily an on-site role based at the Vandalia manufacturing facility.
• Ability to walk the production floor, climb stairs, and stand for extended periods while responding to on-site support needs.
• Ability to lift and move IT equipment (e.g., desktops, monitors, printers).
• Ability to wear required personal protective equipment (PPE) and follow gowning procedures when entering manufacturing, laboratory, or warehouse areas, per site requirements.
• May be exposed to manufacturing, laboratory, or warehouse environments and must follow all site safety, GMP, and gowning protocols.

Adare Pharma is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status.

Principals Only No Agencies No Third Parties

Attention Job Seekers and Applicants: Please be aware of attempted recruiting scams. While Adare does conduct virtual interviews for some positions, we do NOT use Skype or Google Meet. If you are contacted by someone regarding a job opportunity, please be vigilant in reviewing the details of any and all correspondence. Here are some things to look out for: bad grammar; font inconsistencies or formatting irregularity: logos not properly sized, stretched out, blurred; numerous different font styles and sizes within the content of an email or letter; company impersonators (postings that mirror a reputable company, but there's no link to the business) mismatched email or website domains, or there is difficulty with locating an address, business phone number, and/or email address, financial requests: Do not provide payment or account credentials as part of the application process. Legitimate companies should not require transfers, checks, gift cards or the wiring of funds as a condition of the application process. Additionally, equipment purchases: be cautious if a company asks you to purchase your own equipment (computers, iPads, mobile phones) and requests you to mail it to their IT department. Applicant Follow-up Questions: Proceed with caution if you receive an application follow-up request that requires you to click on a link to answer additional questions; especially if the questions request personal information such as a social security number. General anonymity: proceed with caution if you can't quickly verify the identity of the poster.