IT Support Analyst
Abzena Inc.
Skills
About the Role
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.
\nEnd-User Support & Incident Resolution
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Provide Tier 1–2 technical support for hardware, software, and enterprise applications
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This role is required to be onsite Monday through Friday during business hours.
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Diagnose, troubleshoot, and resolve user-reported issues in a timely manner
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Own support tickets end-to-end from intake through resolution and closure
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Appropriately escalate complex or high-impact issues while maintaining ownership and communication
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Provide onsite IT support for lab and research environments, including shared workstations, instrument PCs, label printers, scanners, and specialized peripherals.
Service Desk Operations
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Accurately log, categorize, and update tickets in the IT ticketing system
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Adhere to ITIL-aligned incident, request, and change management processes
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Meet or exceed established service-level targets and response times
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Participate in on-call or after-hours support rotations as required
Documentation & Knowledge Management
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Create and maintain clear, concise knowledge base articles and troubleshooting guides
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Document solutions, workarounds, and standard procedures to improve team efficiency
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Identify recurring issues and propose process or tooling improvements
Collaboration & Projects
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Collaborate with internal IT team members and external support partners as needed
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Support IT projects such as system upgrades, tool rollouts, endpoint deployments, and process improvements
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Assist with site-level and cross-site IT initiatives
Security, Compliance & Best Practices
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Follow company IT policies, data protection standards, and security best practices
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Support compliance requirements by ensuring consistent, auditable support activities
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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.
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Immediately report security incidents or suspected risks in accordance with policy
Technical Skills
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Strong working knowledge of Windows and macOS environments
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Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
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Familiarity with endpoint management, identity management, and access provisioning
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Basic networking and troubleshooting knowledge (VPN, Wi‑Fi, printers, peripherals)
Professional Skills
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Strong customer service and communication skills
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Ability to manage multiple priorities in a fast-paced environment
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Clear documentation and written communication skills
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Strong troubleshooting, analytical, and problem-solving abilities
Preferred Qualifications
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Experience working in an IT Service Desk or enterprise support environment
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Familiarity with ITIL concepts and best practices
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Experience supporting remote and hybrid users
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Exposure to regulated or compliance-driven environments (e.g., biotech, healthcare, GxP)
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