IT Helpdesk Technician

Job Summary

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 policies.

Required Skills/Abilities

• 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.
• 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.
• Aid in ensuring 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 company documentation practices.
• Follow approved SOPs and IT policies to ensure data integrity and compliance with company requirements.
• Support preparation for IT-related audits by ensuring helpdesk documentation is complete and traceable.
• Afford assistance in validating IT systems and equipment under supervision, following established company 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.