IT Support Analyst

Bristol, PA

Administrative and Corporate Functions – IT /

Full Time /

On-site

With extensive experience in developing biologics and bioconjugates, we offer a seamless service delivered by fully integrated teams, from early discovery to commercial manufacturing.

Forward-thinking and committed, we find the best solution and use the right technologies to design, develop and manufacture your products to ensure we get vital medicines to patients quickly and safely.

We are dedicated to quality excellence. We are driven to get better treatments to market, efficiently and responsibly by reducing timelines and delivering the highest quality products and services.

We are Abzena. More than a CDMO, we are a responsible and dedicated partner that takes care of your products from concept to patient.

The IT Support Analyst is responsible for delivering high-quality technical support to end users by resolving incidents and service requests across a range of IT systems and applications. This role serves as a key member of the IT Service Desk, providing timely, professional, and customer-focused support while ensuring adherence to established IT processes, security standards, and service-level agreements.

Responsibilities

End-User Support & Incident Resolution

Provide Tier 1–2 technical support for hardware, software, and enterprise applications

This role is required to be onsite Monday through Friday during business hours.

Diagnose, troubleshoot, and resolve user-reported issues in a timely manner

Own support tickets end-to-end from intake through resolution and closure

Appropriately escalate complex or high-impact issues while maintaining ownership and communication

Provide onsite IT support for lab and research environments, including shared workstations, instrument PCs, label printers, scanners, and specialized peripherals.

Service Desk Operations

Accurately log, categorize, and update tickets in the IT ticketing system

Adhere to ITIL-aligned incident, request, and change management processes

Meet or exceed established service-level targets and response times

Participate in on-call or after-hours support rotations as required

Documentation & Knowledge Management

Create and maintain clear, concise knowledge base articles and troubleshooting guides

Document solutions, workarounds, and standard procedures to improve team efficiency

Identify recurring issues and propose process or tooling improvements

Collaboration & Projects

Collaborate with internal IT team members and external support partners as needed

Support IT projects such as system upgrades, tool rollouts, endpoint deployments, and process improvements

Assist with site-level and cross-site IT initiatives

Security, Compliance & Best Practices

Follow company IT policies, data protection standards, and security best practices

Support compliance requirements by ensuring consistent, auditable support activities

Maintain GxP awareness in day-to-day support activities by documenting work performed, preserving auditability, and escalating potential compliance impacts to IT leadership and Quality as needed.

Immediately report security incidents or suspected risks in accordance with policy

Qualifications

Technical Skills

Strong working knowledge of Windows and macOS environments

Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Familiarity with endpoint management, identity management, and access provisioning

Basic networking and troubleshooting knowledge (VPN, Wi‑Fi, printers, peripherals)

Professional Skills

Strong customer service and communication skills

Ability to manage multiple priorities in a fast-paced environment

Clear documentation and written communication skills

Strong troubleshooting, analytical, and problem-solving abilities

Preferred Qualifications

Experience working in an IT Service Desk or enterprise support environment

Familiarity with ITIL concepts and best practices

Experience supporting remote and hybrid users

Exposure to regulated or compliance-driven environments (e.g., biotech, healthcare, GxP)

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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