IT Support Analyst

Eckert & Ziegler Isotope Products, Inc. seeks an IT Support Analyst I to provide frontline technical support for users in a highly regulated biotech and pharmaceutical environment. You will troubleshoot hardware, software, and network issues, manage tickets, and ensure secure, reliable access to critical applications supporting medical imaging, radiotherapy, and industrial customers. Responsibilities include workstation setup, user account administration, basic server and cloud support, and adherence to strict safety and compliance standards. Collaborate with cross-functional teams, document solutions, and contribute to continuous improvement of IT processes and service quality.

Responsibilities

• Provide Tier 1-2 technical support for hardware, software, and network issues
• Manage and resolve tickets within defined SLAs using a ticketing system
• Install, configure, and maintain workstations, peripherals, and standard applications
• Administer user accounts, permissions, and access in Active Directory and key systems
• Support Microsoft 365 and collaboration tools for distributed teams
• Assist with endpoint security, backups, and patching in coordination with senior IT staff
• Document incidents, solutions, and standard operating procedures for the knowledge base
• Support IT compliance with internal policies, quality standards, and regulatory requirements
• Collaborate with cross-functional teams to ensure reliable IT services for lab, production, and office users
• Participate in on-call or after-hours support as needed for critical systems

Required Skills

• Technical support
• Windows OS administration
• Microsoft 365/Office 365
• Basic networking (TCP/IP, DNS, DHCP)
• Active Directory/user account management
• Ticketing systems (e.g., Service
• Now, Jira)
• Hardware troubleshooting and imaging
• Endpoint security tools
• Documentation and knowledge base creation
• Gx
• P/regulated environment awareness