Technical Support Analyst

Our BusinessAdare Pharma Solutions is a global Contract Development and Manufacturing Organization (CDMO) with locations across North America and Italy. We offer a wide range of manufacturing, packaging, and research and development services. Our clients range from growing biotech firms advancing groundbreaking clinical trials to established pharmaceutical companies producing high volumes of approved, widely used medicines. By combining top talent from the life sciences industry with modern research and manufacturing technologies, Adare enables clients to deliver potentially lifesaving medicines in more easily consumable formats - particularly for patients such as infants or the elderly. This is the meaning behind “Transforming Drug Delivery – Transforming Lives.” Our CultureWhen it comes to being an employee of Adare, although we are located across multiple countries and come from diverse backgrounds, we work together toward a common purpose. Supported by leadership that is experienced and highly regarded in the industry, we are paving the way for a brighter and better future by attracting top talent from both within and beyond the CDMO space. In addition to delivering high-quality results for our external clients, we foster a collaborative, client-centric culture internally - one where employees support one another, share knowledge, and encourage each other to bring their best selves to work each day. Why Come to Adare?Adare is Private Equity owned and poised for growth. Employees are provided with internal development opportunities to progress within the organization, enhancing their professional skills and industry knowledge through Adare’s investment in their growth. We offer a variety of fields to embark in, including manufacturing, engineering, quality, chemistry, formulations, analytical research and development, finance, supply chain, sales, marketing, project management, human resources, and environmental health and safety. Our benefits package is highly competitive, offering medical, dental, and vision coverage; a retirement plan with company match, paid time off and company holidays, tuition reimbursement with no waiting period, life insurance, pet insurance, Flexible Spending Accounts (medical and dependent care), and disability coverage.   Position Technical Support Analyst Location Vandalia, OH Summary The Technical Support Analyst provides on-site and remote technical support for end-user computing, local infrastructure, collaboration tools, and business systems at the Vandalia site. This role serves as the primary local IT contact, resolves incidents and service requests, supports hardware and software lifecycle activities, and partners with infrastructure, security, network, and application teams to maintain reliable, compliant technology services in a regulated manufacturing environment. Responsibilities Log, prioritize, troubleshoot, and resolve incidents and service requests in the ticketing system, maintaining timely communication and alignment with service-level expectations. Install, configure, image, maintain, and support desktops, laptops, mobile devices, printers, copiers, conference room systems, phone systems, peripherals, and local software applications. Support Microsoft 365 services, collaboration tools, endpoint management platforms, identity and access processes, MFA, password management, and basic Active Directory administration. Monitor and troubleshoot basic client connectivity and local technology issues, escalating network, infrastructure, cybersecurity, or application issues to appropriate teams when needed. Support manufacturing, laboratory, quality, and other site systems operating in a regulated environment, including documentation, validation, qualification, and audit-support activities as required. Maintain accurate IT asset records, participate in equipment refreshes, lifecycle management, decommissioning, and local implementation activities for upgrades, migrations, and deployments. Follow IT policies, cybersecurity requirements, change-management procedures, data protection standards, and GxP/data-integrity expectations. Create and maintain support documentation, knowledge base articles, procedures, and records required for operational support, compliance, audits, and inspections. Identify recurring issues, recommend corrective actions, and contribute to process improvements that enhance service quality, reliability, and end-user experience. Provide new-hire orientation on IT services, tools, and procedures, and represent the company professionally in all user and stakeholder interactions. Provide after-hours or on-call support as needed to minimize downtime for continuous manufacturing operations Reliable site technology support and positive end-user experience. Timely incident and service request resolution within established expectations. Accurate asset, access, and support documentation. Compliance with IT, cybersecurity, quality, and regulatory requirements. Effective coordination with enterprise IT teams and business stakeholders. Experience, Education and Skills Required Bachelor’s degree in information technology or a related field preferred; equivalent combination of education, relevant work experience will be considered.  2 + years of relevant experience in IT support Experience in a regulated pharmaceutical manufacturing or laboratory environment is preferred Strong troubleshooting skills for Windows client operating systems Experience supporting Microsoft 365, cloud-based business applications Understanding of TCP/IP networking concepts, basic client connectivity troubleshooting, cybersecurity fundamentals, and endpoint security best practices. Strong customer service orientation with the ability to communicate technical concepts to non-technical users and work effectively with internal and external stakeholders. Experience with ITSM platforms such as ServiceNow or Ivanti and familiarity with ITIL-based service delivery concepts is preferred   Physical Demands and Work Environment This is primarily an on-site role based at the Vandalia manufacturing facility. Ability to walk the production floor, climb stairs, and stand for extended periods while responding to on-site support needs. Ability to lift and move IT equipment (e.g., desktops, monitors, printers). Ability to wear required personal protective equipment (PPE) and follow gowning procedures when entering manufacturing, laboratory, or warehouse areas, per site requirements. May be exposed to manufacturing, laboratory, or warehouse environments and must follow all site safety, GMP, and gowning protocols.     Adare Pharma is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. PRINCIPALS ONLYNO AGENCIES OR THIRD PARTIES