IT Support Analyst in Bristol, Pennsylvania at Abzena Inc.
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Job Description
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
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, WiFi, 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
- Preferred experience in life sciences
Experience working in an IT Service Desk or enterprise support environment
Familiarity with ITIL concepts and best practices
Experience supporting remote and hybrid users
FLSA: Exempt
Abzena is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.