{"id":2366679,"url":"https://alion.io/job/incogbiopharma-helpdesk-tech-ii","title":"Helpdesk Tech II","company":{"id":4417456,"name":"INCOG","domain":"incogbiopharma.com","url":"https://alion.io/company/incogbiopharma","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Fishers, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":115000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":379},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-12T16:44:41Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-18T05:27:58Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Description\nHelpdesk Technician II Summary\nWe 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.\nWe are hiring for each shift:\n1st: 6:00am - 2:30pm\n\n2nd: 2:00pm - 10:30pm\n\nEssential Job Functions:\nProvide onsite and remote support for end-user hardware, software, peripherals, mobile devices, and connectivity issues.\nLog, prioritize, and resolve tickets within the ITSM platform, meeting SLA targets and documenting work accurately.\nEscalate issues to the Helpdesk Technician III, infrastructure team, or managed service partners following defined procedures.\nExecute onboarding and offboarding tasks, including account setup, device provisioning, and access changes.\nImage, deploy, and maintain workstations and mobile devices through Intune.\nSupport conference room technology, printers, and manufacturing floor end-user devices.\nMaintain accurate asset records for assigned, returned, and retired equipment.\nContribute to knowledge base articles and user guides.\nFollow IT SOPs and GxP documentation practices in all support activities.\nEducate users on cybersecurity practices and report suspected security incidents.\nSpecial Job Requirements:\n2+ years of helpdesk or technical support experience, preferably in an enterprise environment.\nExperience supporting Windows 10/11 and Microsoft 365 applications.\nFamiliarity with Entra ID user and group administration and Intune device management.\nExperience with a ticketing system (Freshservice, ServiceNow, or similar).\nKnowledge of networking basics, including TCP/IP, DNS, DHCP, VPN, and wireless troubleshooting.\nStrong customer service skills and the ability to explain technical concepts to non-technical users.\nAwareness of phishing, social engineering, and password security practices.\nWillingness to learn and work within GxP and 21 CFR Part 11 requirements.\nAbility to lift up to 50 lbs and work onsite at the Fishers campus.\nAdditional Preferences:\nCompTIA A+, Network+, or Microsoft 365 certifications.\nITIL Foundation certification.\nExperience in pharmaceutical, biotech, or other regulated industries.\nAdditional info about INCOG BioPharma Services:\n\nAt 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.\nIf 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.\nINCOG 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.\nQualified applicants must be authorized to work in the United States on a full-time basis. INCOG will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1.\nBy submitting your resume and details, you are declaring that the information is correct and accurate.","description_format":"text","description_chars":4151,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology"],"lifecycle":[{"event":"open","at":"2026-10-12T16:44:41Z"}],"visa":[],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.88,"p_room":1,"age_days":4,"expected_fill_days":21,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/incogbiopharma-helpdesk-tech-ii","json_url":"https://alion.io/job/incogbiopharma-helpdesk-tech-ii.json","meta":{"generated_at":"2026-10-18T07:13:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10848,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4417456},"rest":"https://alion.io/mcp/rest/get_company?id=4417456"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fincogbiopharma-helpdesk-tech-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fincogbiopharma-helpdesk-tech-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fincogbiopharma-helpdesk-tech-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/incogbiopharma-helpdesk-tech-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fincogbiopharma-helpdesk-tech-ii"}]}