Tech Analyst, IT

Simtra BioPharma Solutions (Simtra) is a world-class Contract Development Manufacturing Organization, partnering with pharmaceutical and biotech companies to bring their sterile injectable products to market. With facilities in Bloomington, Indiana, US and Halle/Westfalen, Germany, we offer a wide range of delivery systems including pre-filled syringes, liquid/lyophilized vials, diluents for reconstitution, powder-filled vials and sterile crystallization.

Our product types include biologics and small molecules, cytotoxics, highly potent compounds, diluents for reconstitution and vaccines - which are all directly injected into patients worldwide. As such, there is a strong emphasis on quality and continuous improvement at Simtra. We hold ourselves to the highest quality and regulatory standards.

While our primary focus is cGMP manufacturing, we offer many support services including formulation and development, lyophilization optimization, global regulatory support and secondary packaging. Our teams are driven to help clients scale, innovate and bring life-changing medicines to patients worldwide.

Why join Team Simtra? Because we:

Make it HAPPEN - We bring a growth mindset to every opportunity, developing new skillsets and exceeding our expectations and those of our customers.

Make it TOGETHER - We work as one, respecting each voice and tapping into our unique strengths across teams-so we can solve problems in new ways.

Make it RIGHT - We hold ourselves to a high standard of excellence,fulfilling our commitments to the customer, their patients, and our team members.

Make it COUNT - We take pride in our day-to-day work, knowing the impact we make - taking on challenges big and small to improve patient health.

This role:

The Tech Analyst is an on-site position as a frontline (Level 1/2) support resource and the first point of contact for end users, responsible for resolving hardware, software, and networking issues. In this on-site role, you will troubleshoot and document incidents, fulfill service requests, both on-site and remotely. While you are primary support for all end-user technologies, you will collaborate with our strategic partners, operational technology (OT) and lab system teams. You'll also collaborate on minor projects, ensure seamless operation of conference rooms and audio/video systems, and actively participate in a 24/7 on-call rotation. Success in this role requires excellent communication skills, a customer-focused mindset, and a drive for continuous improvement. By delivering empathetic, solution-oriented support, you'll help maintain high levels of user satisfaction and operational efficiency. As you expand your technical expertise and contribute to knowledge base resources, you'll also be encouraged to engage in ongoing training and cross-functional exposure, nurturing your professional growth within the organization.

The responsibilities:

• Respond to and resolve service desk tickets for end-user support which includes desktop/laptop hardware, software, conference rooms, and peripheral devices (e.g., printers, digital signage, tablets, telephony). This is for both on-site and remote end-users.
• Adhere to established SLAs and ITIL-based processes (Incident, Request), ensuring prompt and professional service.
• Create, modify, and deactivate user accounts, following security and compliance requirements.
• Assist with password resets, permissions, and onboarding/offboarding tasks.
• Install, configure, test, document, and maintain software solutions (including label printers, scan guns, mobile devices).
• Deploy and configure Windows-based systems, peripherals, and A/V equipment.
• Perform basic hardware repairs, facilitate warranty replacements, and conduct routine maintenance tasks.
• Support and maintain IT inventory, ensuring all equipment is up to date and functional.
• Maintain and update knowledge base articles to enable self-service and improve first-call resolution rates.
• Document technical solutions, procedures, and guidelines as part of continuous service improvement.
• Utilize ServiceNow (or similar ITSM tool) to log, track, and close tickets in alignment with ITIL processes (Incident, Problem, Change).
• Create and maintain Knowledge Articles to improve first-call resolution and promote user self-service.
• Follow GMP/21 CFR Part 11 guidelines, documenting all changes and actions as required in a regulated manufacturing environment.
• Deliver empathetic, solution-oriented, customer-first support, proactively communicating status updates and solutions to end users.
• Solicit feedback and identify improvement opportunities to enhance overall service delivery.
• Maintain high levels of customer satisfaction by effectively communicating timelines and resolutions.
• Assist with daily operational tasks such as patching, monitoring, reporting, and documentation.
• Support lab computers and specialized systems in a GMP/21 CFR Part 11 environment, including system implementations or upgrades.
• Ensure compliance with computer security, maintenance, and deployment policies.
• Contribute to minor IT projects such as patch deployments, software rollouts, and infrastructure enhancements.
• Collaborate with cross-functional team members to meet project milestones and objectives, ensuring minimal disruption to daily operations.
• Seek out opportunities to expand your technical expertise, share knowledge with team members, and help create a collaborative learning environment.

Qualifications:

Education & Experience

• Bachelor's degree in information technology, Computer Science, or a related field preferred.
• 1-3 years of experience in IT support or helpdesk environments (pharma or GMP/21 CFR Part 11 experience a plus).
• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus

Technical Skills:

• Strong proficiency in Windows OS, Microsoft 365, and basic networking fundamentals. Experience with troubleshooting hardware/software issues
• Familiarity with Teams Rooms, A/V equipment, secure print solutions, and mobile device support.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Knowledge of ITIL processes (Incident, Problem, Change Management) and adherence to compliance requirements (GMP, 21 CFR Part 11).

Soft Skills:

• Excellent analytical and troubleshooting abilities, with a commitment to continuous improvement.
• Strong communication and collaboration skills, capable of interacting effectively with end users and team members.
• High level of organization and attention to detail, with the ability to manage multiple tasks simultaneously. A self-starter who remains current with industry trends, tools, and best practices, bringing fresh ideas to the team.
• Customer-first mindset, providing empathetic and solution-oriented support in a fast-paced environment.
• Demonstrated willingness to learn new technologies and processes, proactively seek feedback, and continuously enhance your skillset.

Additional Requirements:

• Ability to participate in a 24/7 on-call rotation.
• Ability to work on-site in a regulated pharmaceutical/manufacturing setting, adhering to all compliance and safety standards.

In return, you'll be eligible for[1]:

• Day One Benefits




• Medical & Dental Coverage
• Flexible Spending Accounts
• Life and AD&D Insurance
• Supplemental Life Insurance




• Spouse Life Insurance
• Child Life Insurance




• 401(k) Retirement Savings Plan with Company Match
• Time Off Program




• Paid Holidays
• Paid Time Off
• Paid Parental Leave and more




• Adoption Reimbursement Program
• Education Assistance Program
• Employee Assistance Program
• Community and Volunteer Service Program
• Employee Ownership Plan




• Additional Benefits




• Short and Long-Term Disability Insurance
• Voluntary Insurance Benefits




• Vision Coverage
• Accident
• Critical Illness
• Hospital Indemnity Insurance
• Identity Theft Protection
• Legal and more




• Onsite Campus Amenities




• Workout Facility
• Cafeteria
• Credit Union

[1] Current benefit offerings are in effect through 12/31/26

Disclaimer

This job description is intended to provide the minimum knowledge, skills and abilities necessary to perform the job. It may not be inclusive of all the duties and responsibilities of the job. Simtra reserves the right to make modifications based on business requirements.

Equal Employment Opportunity

Simtra is proud to be an equal opportunity employer. Simtra evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

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