Title: Sr. Technical Support Analyst (Level 2/3)
Location: Bloomington, IN (Onsite)
Client Industry: Pharmaceutical Manufacturing
Compensation: $40 - $50/hr. (Contract-to-Hire)
We have partnered with our client in their search for a Sr. Technical Support Analyst (Level 2/3). The Sr. Technical Support Analyst is the on-site escalation point for complex Level 2/3 issues, balancing day-to-day service restoration with upgrades, software rollouts, and continuous improvement. The role partners closely with network, security, infrastructure, operational technology (OT), lab systems, and external vendors, while providing VIP/white-glove support. Success in this role requires strong technical leadership, advanced troubleshooting, and effective cross-functional collaboration to ensure seamless user experiences and foster a culture of innovation and knowledge sharing.
Responsibilities
- Serve as the Level 2/3 escalation for complex hardware, software, networking, and application issues
- Provide VIP/white-glove support and manage major incidents to minimize disruption, including Microsoft Teams Rooms, live events, and audio/visual conferencing
- Lead and coordinate medium-to-large upgrades, migrations, and software rollouts; define plans, milestones, and deliverables aligned to business and compliance needs
- Govern Incident, Problem, and Change processes in ServiceNow (or similar Information Technology Service Management, ITSM) and create self-service knowledge articles
- Monitor ticket queues and dashboards, prioritize escalations, and ensure SLAs and regulatory requirements (Good Manufacturing Practice, GMP; 21 CFR Part 11) are met
- Manage and optimize desktop and endpoint infrastructure using Microsoft Intune (MDM); enforce device compliance and security across endpoints, OT, and lab systems
- Analyze trends and support feedback to drive continuous service improvements; prepare metrics and recommendations for leadership
- Coach Tech Analysts and collaborate with network, security, infrastructure, OT, lab systems, and offshore partners/vendors to resolve issues and deliver enhancements
Skills Required
- Advanced expertise with Windows 10/11, Microsoft 365, secure print, and enterprise telephony
- Hands-on experience with Microsoft Intune (MDM) for device enrollment, compliance, and policy management
- Proficiency with ServiceNow (or similar ITSM) across Incident, Problem, and Change, including reporting and dashboards
- Working knowledge of LAN/WAN, firewalls, VPNs, and cybersecurity fundamentals; able to coordinate with specialists for advanced issues
- Experience delivering VIP/white-glove support and supporting Microsoft Teams Rooms and AV (audio/visual) conferencing
- Ability to translate ticket trends and user feedback into improvement proposals, self-service content, and knowledge articles
- Demonstrated project coordination skills for upgrades and migrations in regulated environments
- Clear, empathetic communication with executives, cross-functional teams, and external vendors/partners
- Ability to mentor junior analysts and contribute to a culture of documentation and knowledge sharing
- Willingness to participate in a 24/7 on-call rotation and work on-site in a regulated pharmaceutical/manufacturing setting
Education & Work Experience
- Relevant degree in information technology, computer science, or equivalent experience
- 3–5+ years in enterprise end-user support with Level 2/3 troubleshooting and project coordination
- Experience in regulated industries (e.g., pharmaceutical/biotech) with GMP and 21 CFR Part 11 exposure preferred
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